NOC Shift Lead

NOC Shift Lead (L2 Supervisor)

Position Summary

Supervises shift operations, manages incident escalations, and ensures smooth handover between shifts. Acts as the duty manager during their shift.

Core Responsibilities

• Supervise and guide L1 Operators.

• Ensure compliance with SOPs and escalation paths.

• Validate incidents before escalation to L3/engineering teams.

• Lead shift handovers and provide status updates.

• Ensure incident logs and ITSM records are accurate.

Required Experience

• 5–7 years in IT operations/NOC.

• Minimum 2 years in supervisory/shift lead roles.

Skills

• Incident triage and troubleshooting.

• Strong technical understanding in networks, servers, or cloud.

• Analytical thinking and decision-making.

Certifications

• ITIL v4 Foundation (mandatory).

• CCNA / VMware VCP / Azure Administrator (preferred).

Key Deliverables

• Shift handover reports.

• Escalation logs.

• Incident validation and RCA contribution.

KPIs

• % of incidents resolved within SLA.

• Accuracy of incident categorization.

• Escalation efficiency (time and correctness).

Reporting

Reports to NOC Manager.