[Hiring] L2/3 NOC Team Lead @Wifinity

Role Description

The NOC L2/3 Team Lead is responsible for leading a team of highly skilled NOC engineers, ensuring the effective management of incidents, changes, and service requests across complex network environments. This role provides both technical leadership and operational oversight, ensuring that the team delivers high-quality support, meets SLA targets, and maintains a culture of accountability, collaboration, and continuous improvement.

You will act as the escalation point for complex technical issues, guide engineers through troubleshooting and resolution, and ensure that processes, standards, and governance frameworks are consistently applied. This role is critical in maintaining network stability, driving operational excellence, and supporting the wider NETOPS function.

Key areas of focus:

• Leading the technical network Engineering function responsible for technical network performance, complex troubleshooting, Technical Change Management, and providing managed service support to customers.
• Overseeing both reactive “break-fix” response and proactive network maintenance.

Team Leadership & Performance

• Lead, coach, and develop L2/3 NOC engineers, ensuring high performance and technical capability.
• Provide day-to-day guidance, mentoring, and support to engineers handling complex incidents.
• Conduct regular 1:1s, performance reviews, and skills assessments to support growth and capability uplift.
• Foster a culture of ownership, accountability, and continuous improvement.

Operational Management

• Oversee the L2/3 workload, ensuring effective prioritisation and resource allocation.
• Ensure the team meets SLA and KPI targets through proactive monitoring and intervention.
• Maintain operational awareness of dashboards, alerts, and incident queues, ensuring timely action.
• Ensure adherence to escalation paths, incident management processes, and change governance.
• Coordinate with the Technical Controller, NOC L1 TL, Field Engineering, and other operational teams to maintain service continuity.

Incident & Problem Management

• Act as the senior technical escalation point for complex incidents and service-impacting events.
• Lead technical investigations, ensuring root cause analysis and permanent fixes are identified.
• Support the NOC Management team during P1s and Major Incidents, providing technical direction and coordination.
• Drive problem management activities, identifying recurring issues and contributing to long-term remediation.

Technical Leadership

• Provide expert guidance on WAN, WiFi, routing, switching, and network infrastructure.
• Support engineers with advanced troubleshooting, diagnostics, and fault isolation.
• Ensure technical documentation, runbooks, and knowledge articles are accurate and up to date.
• Contribute to the development of new processes, tools, and operational improvements.

Collaboration & Stakeholder Engagement

• Work closely with Engineering, core/platform, Service Management, and Field teams to resolve complex issues.
• Support cross-functional initiatives that improve network reliability and operational efficiency.
• Communicate clearly with internal stakeholders regarding incident progress, risks, and outcomes.

Governance & Continuous Improvement

• Ensure compliance with ITIL processes, including Incident, Problem, and Change Management.
• Identify process gaps, inefficiencies, or failure points and drive remediation.
• Support the development and refinement of operational dashboards and reporting.
• Promote best practices, quality standards, and consistent ways of working across the NOC.

Qualifications

• Experience working within a NOC or technical operations environment.
• Understanding of incident management, prioritisation, and escalation processes.
• Ability to communicate clearly and confidently across teams.
• Capability to quickly assess urgency and make informed decisions under pressure.
• Comfortable influencing without direct line management responsibility.
• Strong organisational skills and attention to detail.
• Excellent analytical abilities.

Requirements

• Experience in a technical operations, NOC, or service desk environment.
• Demonstrable ability to manage incidents, prioritise workloads, and coordinate cross-team activity.
• Experience working with dashboards, monitoring tools, and ticketing systems.
• Understanding of network operations, incident lifecycles, and SLA-driven environments.
• Familiarity with ITIL principles.

Nice to have

• Networking certifications such as CompTIA or CCNA equivalent.
• Vendor Certifications (Cisco, Ruckus, Juniper etc…).

Benefits

• Competitive salary and benefits package.
• Annual Leave Buy & Sell Scheme.
• Remote first working environment for better work/life balance.