NOC Service Lead L3

Role Summary

We are hiring an L3 NOC Service Lead to oversee a 24x7x365 Network Operations Centre supporting a large

enterprise infrastructure estate. The lead owns shift quality, major-incident command, escalation discipline, and

the technical mentoring of a multi-engineer NOC team.

Key Responsibilities

- Lead a multi-engineer NOC team across 24x7 rotating shifts; own shift handover quality.

- Act as Major Incident Commander for P1/P2 events; coordinate bridge calls and stakeholder

communications.

- Drive proactive monitoring, alert tuning, and noise reduction across the monitoring stack.

- Own the NOC run-book library and ensure current accuracy of escalation matrices.

- Conduct post-incident reviews (PIRs) and drive corrective actions to closure.

- Mentor L2 NOC engineers; conduct shift skill assessments and certification roadmaps.

- Liaise with Network, Cloud, Datacenter, and Platform teams on cross-domain incidents.

Required Qualifications

- Bachelor's degree in Computer Science, Network Engineering, or equivalent.

- Industry certifications: CCNP/CCIE, JNCIP, or equivalent senior network credentials.

- 8+ years in IT operations with 3+ years leading 24x7 NOC environments.

- Strong hands-on with monitoring tools (SolarWinds, Zabbix, PRTG, Nagios, Dynatrace).

- Experience with incident-management tooling (ServiceNow, BMC Helix, PagerDuty).

- Fluent Arabic AND English; comfortable communicating in both during major incidents.

- Willingness to work rotational shifts including nights/weekends/public holidays.

Preferred / Nice to Have

- ITIL v4 Foundation; AWS or Azure associate certifications.

- Scripting skills: Python, PowerShell, or Bash for automation/runbook development.

- Prior exposure to SOC/SIEM workflows is a plus.