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.