[Hiring] 1st Line NOC Team Lead @Nasstar

Role Description

As a 1st Line NOC Team Lead, you will combine strong technical support capabilities with leadership responsibility during your assigned shift.

• Act as the team leader on shift, overseeing case queues, workload allocation, escalations, SLA compliance, and trend identification.
• Ensure the team delivers high-quality support aligned with NOC Charter principles, best practice guides, and customer excellence standards.
• Take ownership of complex networking and security incidents escalated from initial triage.
• Minimize further escalations through deep expertise and lead major incidents operationally and technically.
• Mentor and support the team, review case QA outputs, and conduct 1-2-1s with team members.
• Collaborate with higher-level engineers, vendors, and suppliers on root-cause analysis and service improvements.
• Support both Connect (traditional telecoms connectivity) and Secure (secure networking solutions) areas.

Qualifications

• Strong understanding of networking fundamentals (OSI model, TCP/IP, DNS, DHCP, VLANs, routing, switching, Secure Networking – SD-WAN, SASE).
• Practical experience with network monitoring tools (LogicMonitor) and ticketing systems (ServiceNow).
• In-depth knowledge of Cisco IOS commands, configuration, and troubleshooting (routing/switching).
• Solid expertise in Fortinet firewall/security concepts (policies, NAT, VPN, UTM features).
• Working knowledge of Juniper, Cisco Meraki, Alcatel-Lucent, HPE/Aruba switching/LAN technologies.
• Experience with MPLS, VPN technologies, remote access solutions, SASE and SD-WAN deployments.
• Strong grasp of ITIL/ITOM frameworks, including Incident, Problem, and Change Management.

Requirements

• Advanced troubleshooting and root-cause analysis for complex, multi-vendor network/security issues.
• Excellent communication and stakeholder management (customers, internal teams, vendors).
• Strong time management, prioritization, and decision-making in high-pressure environments.
• Analytical skills for log analysis, packet captures, performance metrics, and trend identification.

Benefits

• 25 days’ holiday (excluding bank holidays) + Your Birthday Off.
• Flexible working – consideration for any written request for flexible working.
• Virtual working – empowering our people to work remotely.
• Top tech – best-of-breed software and hardware for all staff.
• 4x annual salary life assurance.
• Health cash plan.
• Retail discounts and other perks from major brands.