Join our fast-growing company as an English-speaking NOC Team Leader.

It is a remote full-time position.

Schedule: Mon-Fri, 15:00 - 00:00 PHT

Starting date: ASAP

At Mindy Support you have great opportunity to get:

• Experience in the international company working with people around the globe;
• Compensation - $1400 during the probation period (2 month), $1500 + $100 KPI bonus after probation period .
• Training will be provided by the company and the client;
• Dynamic work in a young team of like-minded people;
• Management's attention, support and motivation.

The NOC Team Leader is responsible for overseeing the performance of the NOC team, ensuring SLA

adherence, and managing KPIs related to service uptime, incident response, and network health. This role is critical to maintaining operational excellence and driving continual service improvement. In addition to

supervisory duties, the Team Leader actively participates in day-to-day operations, handling complex tickets and supporting troubleshooting tasks.

Key Responsibilities:

• ● Team Lead: Supervise and support NOC staff during shifts; Conduct training and performance evaluations; Foster a high-performance team culture; Actively work alongside the team (working team lead), not only overseeing but contributing to the operational workload
• ● SLA Compliance: Monitor service delivery against SLAs; Drive incident response efficiency and timely escalation; Investigate SLA breaches and lead corrective actions
• ● KPI Oversight: Track, analyze, and report on KPIs such as ART and incident resolution rates; Maintain dashboards and provide reports to leadership; Use KPI data to inform resource allocation and performance goals
• ● Network Monitoring: Continuously monitor network performance, health, and security using various monitoring tools to ensure uptime and reliability.
• ● Incident Detection & Troubleshooting: Identify, diagnose, and resolve network issues, including hardware failures, connectivity problems, and security vulnerabilities.
• ● Alert Management: Manage alerts and notifications from monitoring systems, prioritizing issues based on severity and impact.
• ● Continuous Improvement: Lead Root Cause Analysis sessions for critical incidents; Maintain and improve operational procedures (SOPs); Recommend and implement process improvements or automation tools
• ● Technical Involvement: Assist with technical tickets, incl. analysis of speed issues, latency, and site/circuit downtime; Utilize tools like the CATO management portal to analyze graphs and metrics; Understand and troubleshoot performance-related anomalies using technical insight; Serve as a go-to resource for diagnosing recurring or complex network issues

Qualifications:

● Real experience with SD-WAN technology, Cato sockets, Cisco Meraki.

• ● Education & Certifications (optional): Bachelor's degree in IT, Computer Science, or related field (preferred). Certifications like CCNA, CCNP, MTCNA, CompTIA Network+, or equivalent are a plus.
• ● Technical Knowledge: Advanced understanding of networking protocols (TCP/IP, DNS, DHCP, BGP, etc.), firewalls, VPNs, and monitoring tools (e.g., Zabbix, Grafana, etc.).
• ● Experience: 3–5 years in a NOC or IT operations role, with at least 1–2 years in a supervisory position ● Troubleshooting Skills: Ability to diagnose and resolve network, server, and connectivity issues efficiently.
• ● Monitoring & Incident Management: Experience using NMS tools, handling alerts, and escalating critical incidents.
• ● Operating Systems: Familiarity with Windows, Linux, and cloud environments.
• ● Security Awareness: Knowledge of cybersecurity best practices, intrusion detection, and network hardening.
• ● Excellent leadership, communication, and analytical skills
• Fluent in English

Mindy Support is a global company. We empower businesses all over the world through providing remote assistants and outsourced teams specialized in customer support, tech support, back office activities, and agile sales and marketing support.

We respect the individuality and culture of each member of our large team, and appreciate the contribution of each employee to support our Customers.

We will be glad to welcome you to our team. Grow your career with Mindy Support!

Please refer to job description.