NOC Team Manager

Youll manage your shifts NOC Engineers directly no layer in between. Day-to-day technical ownership of the queue stays with a rotating Duty Lead among the engineers; your job is making sure the right people are on shift performing well developing and supported. Youll run a real cadence of 1:1s reviews and objective-setting sync weekly with your counterpart on the other window and be the trusted local point of contact for the Head of NOC in the UK. You do need enough technical fluency in network and infrastructure operations to lead a technical team credibly and know when to escalate but this is fundamentally a persons role.

Manage the NOC Engineers on your shift window directly with full people ownership

Run a structured cadence of 1:1s monthly shift reviews and quarterly objective reviews see Team Reviews & Objectives below

Own performance management locally addressing underperformance early and recognizing strong performance

Own shift rostering and coverage planning within your window and sync weekly with your Day/Evening counterpart

Assign and oversee the rotating on-shift Duty Lead so the queue always has a named technical owner

Ensure your shift applies company NOC standards consistently SARNS ticket format correct P1P4 prioritization and ITIL-aligned incident problem and change processes

Act as the escalation point for issues beyond Duty Lead authority before engaging the Head of NOC

Own delivery of the structured 4-month onboarding and technical development program for new engineers

Support recruitment as the team scales and build a succession pipeline toward Duty Lead and beyond

Be the primary local point of contact for the Head of NOC reporting shift performance and escalating risk with a clear situation impact and recommendation

Team Reviews & Objectives

o Weekly (minimum fortnightly) 1:1s with every engineer on your shift

o Monthly shift team review against KPIs SARNS compliance SLA breach rate queue health

o Quarterly objective reviews SMART objectives that cascade from the Head of NOCs priorities and tie to the existing 05 competency framework

o Annual performance review aligned to the company HR cycle with a documented development plan

What Youre Bringing

o A proven track record managing a team of technical staff including performance management and development

o Real experience running a review and objective-setting cadence 1:1s quarterly reviews documented development plans

o Experience managing a shift-based or 24/7 operation

o Working knowledge of network Linux/virtualization and security infrastructure enough to hold credible technical conversations not necessarily to do the hands-on diagnosis yourself

o Comfort using ticket queue and SLA data to manage performance

o Strong stakeholder management skills youll represent a remote site to senior leadership based in the UK

o A coaching mindset you develop people you dont just direct them

IT operations NOC or service desk experience

Direct people-management experience over technical staff

Managing a shift-based or 24/7 operation

Working knowledge of network/Linux/virtualization infrastructure

ITIL Foundation certification or demonstrable applied ITIL knowledge

Able to commit to a 5-from-7 rotating shift pattern including weekends on a rotating basis

Financial services MSP or co-location environment experience

Background as a NOC shift lead or Service Desk Manager

Experience building or scaling an offshore/nearshore technical team

Should be willing to accept a long-term work-from-home arrangement.

Should be amenable to a permanent mid-shift schedule.