We are looking for an experienced NOC (Network Operations Center) Team Leader to oversee and guide our NOC operations. The ideal candidate will have substantial experience working in a NOC environment, a strong grasp of managing SLAs, and a proven ability to lead teams. This role is perfect for someone with intermediate to senior-level expertise in network operations who thrives on ensuring smooth, 24/7 service delivery and operational excellence.

Responsibilities:

• • Supervise, mentor, and coach NOC team members to ensure a high-performing and motivated team.
  • Manage the team’s workload, distribute tasks effectively, and resolve escalations.
  • Provide feedback through regular performance reviews and identify skill enhancement opportunities.
  • Oversee real-time monitoring of network systems, ensuring rapid response to incidents.
  • Establish and enforce best practices for network incident resolution and escalation.
  • Ensure compliance with operational SLAs and KPIs for all NOC activities.
  • Plan and manage team schedules to ensure 24/7/365 NOC coverage.
  • Coordinate on-call rotations and ensure adequate staffing during peak times.
  • Monitor SLA performance, track metrics, and identify areas for improvement.
  • Generate and review detailed operational and incident reports.
  • Collaborate with stakeholders to align SLA goals with business objectives.
  • Document and refine NOC processes, workflows, and troubleshooting guides.
  • Lead continuous improvement initiatives to enhance service delivery and efficiency.
  • Act as the primary point of contact for technical escalations and critical incidents.
  • Collaborate with other departments, vendors, and clients to resolve complex issues.
  • Communicate updates, risks, and resolutions clearly to all stakeholders.

Qualifications:

• • 5+ years of experience in a NOC environment, with at least 2 years in a leadership role.
  • Demonstrated experience managing NOC teams and ensuring SLA compliance.
  • Proficient in network monitoring and troubleshooting tools (e.g., SolarWinds, Nagios, Zabbix).
  • Strong understanding of network protocols (TCP/IP, DNS, BGP, OSPF) and systems infrastructure.
  • Experience working with ITSM tools such as ConnectWise or similar PSA tools.
  • Proven ability to lead and develop intermediate to senior-level NOC staff.
  • Experience in managing shifts, resource allocation, and conflict resolution.
  • Excellent verbal and written communication skills.
  • Strong organizational skills and the ability to multitask effectively.

Preferred Qualifications:

• Industry certifications such as CCNA, CCNP, or ITIL Foundation.
• Experience with cloud-based networking and infrastructure monitoring.
• Knowledge on Backup will be an added advantage.
• Familiarity with automation tools for network operations.

Extensive experience with ConnectWise for operations management

Benefits at Innovatia

• Comprehensive Health Insurance policy
• Employee Wellness Program with focus on mental health
• Robust reward and recognition programs
• Company incentive programs offered.
• Attractive leave policy: Holiday Leave, Maternity Leave, Paternity Leave, Birthday leave, Bereavement Leave and Paid Leave for personal time off
• Ample growth and learning opportunities.
• Remote work opportunities
• Focus on work/life balance.
• Immigration Program supporting immigration to Canada for eligible employees.

We thank all candidates for their interest, however, only those selected for an interview will be contacted.
Innovatia is an equal opportunity employer.