NOC Shift Lead

16 hours ago


Dubai, Dubai, United Arab Emirates VaporVM Full time

Date Posted:

24 December, 2025

Industry:

IT Services and IT Consulting

Location:

VAPORVM IT SERVICES DMCC

Job Description:

NOC Shift Lead (L2 Supervisor)

Position Summary

Supervises shift operations, manages incident escalations, and ensures smooth handover between shifts. Acts as the duty manager during their shift.

Core Responsibilities

  • Supervise and guide L1 Operators.

  • Ensure compliance with SOPs and escalation paths.

  • Validate incidents before escalation to L3/engineering teams.

  • Lead shift handovers and provide status updates.

  • Ensure incident logs and ITSM records are accurate.

Required Experience

  • 5–7 years in IT operations/NOC.

  • Minimum 2 years in supervisory/shift lead roles.

Skills

  • Incident triage and troubleshooting.

  • Strong technical understanding in networks, servers, or cloud.

  • Analytical thinking and decision-making.

Certifications

  • ITIL v4 Foundation (mandatory).

  • CCNA / VMware VCP / Azure Administrator (preferred).

Key Deliverables

  • Shift handover reports.

  • Escalation logs.

  • Incident validation and RCA contribution.

KPIs

  • % of incidents resolved within SLA.

  • Accuracy of incident categorization.

  • Escalation efficiency (time and correctness).

Reporting

Reports to NOC Manager.



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