NOC Lead
On-siteBogotá, Bogota D.C., Colombia
Job Summary
Lead and manage the 24x7 NOC team across rotating shifts, overseeing staffing, scheduling, and shift coverage for a multi-country infrastructure supporting 60 sites in the US, Canada, Brazil, Peru, and Paraguay. Own monitoring and alerting strategy for network devices and servers, tuning alerts to reduce noise while ensuring continuous coverage. Manage end-to-end incident escalation, triage, and routing to resolver teams, acting as the senior point of contact during major incidents. Develop and enforce NOC SOPs, runbooks, and escalation matrices, while coaching analysts on technical training and tools. Monitor performance metrics and KPIs to ensure SLA compliance, coordinate with third-party vendors for outages, and maintain accurate network topology documentation.
Required Qualifications
- Bachelor's degree in Information Technology, Computer Science, or a related field, or equivalent professional experience
- 4+ years of experience in a Network Operations Center or IT operations environment, including at least 2 years in a lead or supervisory capacity
- Demonstrated experience managing 24x7 shift-based teams and schedules
- Strong working knowledge of ITIL practices, particularly incident, problem, and change management
- Experience with network and server monitoring platforms (e.g., SolarWinds, Nagios, Zabbix, PRTG, or similar)
- Solid understanding of enterprise network fundamentals (routing, switching, firewalls) and server/OS basics (Windows Server, Linux)
- Strong verbal and written communication skills in English; ability to communicate clearly with technical and non-technical stakeholders
- Proven ability to remain calm and organized during high-pressure, major-incident situations
Desired Qualifications
- ITIL Foundation certification
- Experience supporting managed services or outsourced IT operations for enterprise clients
- Experience operating in a multi-country or multi-region support model (e.g., LATAM, North America)
- Familiarity with ServiceNow or a comparable ITSM platform
- Bilingual English/Spanish or English/Portuguese a plus, given the engagement's footprint across the US, Canada, Brazil, Peru, and Paraguay
- Basic scripting or automation exposure for alert tuning and reporting (PowerShell, Python, or similar)
- Working knowledge of network protocols (TCP/IP, SNMP, ICMP) and common escalation/diagnostic tools
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