Shift Management & Team Supervision

• Lead and supervise NOC L1 engineers during assigned shifts

• Allocate tasks and ensure effective workload distribution

• Act as the first point of contact for all shift-related operational issues

Network Monitoring & Operations

• Ensure continuous monitoring of network, servers, and applications

• Oversee alerts from monitoring tools (SolarWinds, Nagios, PRTG, etc.)

• Validate incidents and ensure proper triage and resolution

Incident & Escalation Management

• Manage critical incidents and ensure timely escalation to L2/L3 teams

• Ensure all incidents are logged, tracked, and resolved within SLA timelines

• Handle major incidents (P1/P2) and coordinate resolution efforts

SLA & Performance Management

• Monitor SLA/KPI adherence and ensure service quality standards are met

• Prepare shift reports, incident summaries, and performance metrics

• Identify recurring issues and suggest improvements

Communication & Coordination

• Provide regular updates to stakeholders and management

• Coordinate with internal teams, vendors, and service providers

• Conduct shift handovers with detailed documentation

Process Improvement & Compliance

• Ensure adherence to operational processes and ITIL best practices

• Identify gaps and recommend process improvements

• Support audits and compliance requirements