job description
Join IBEX Global Solutions as a NOC Shift Lead (Network Operations Center) - Tier 2 & 3 and take the lead in ensuring seamless, 24/7 network operations for our global clients. Based in the vibrant hub of Bali, Indonesia, you will serve as the senior on-shift resource, driving operational excellence, incident response, and proactive problem resolution across our enterprise-grade infrastructure.
This is a high-impact role for a seasoned professional with expertise in Tier 2 & 3 network support, capable of mentoring teams, escalating critical issues, and maintaining SLAs in a fast-paced, mission-critical environment. You’ll collaborate with cross-functional teams to minimize downtime, optimize performance, and deliver world-class service to our clients.
If you thrive under pressure, have a passion for network stability, and want to work in a dynamic, international setting, this is your opportunity to make a difference.
Responsibility
- Lead and supervise the NOC team during assigned shifts, ensuring adherence to protocols and operational excellence.
- Monitor, analyze, and resolve Tier 2 & 3 network incidents, including outages, latency, and security threats.
- Serve as the primary escalation point for complex technical issues, coordinating with engineering and vendor teams as needed.
- Develop and implement proactive measures to prevent recurring incidents and improve system reliability.
- Maintain accurate documentation of incidents, resolutions, and post-mortem analyses for continuous improvement.
- Ensure compliance with SLAs, internal policies, and industry best practices (ITIL, ISO 27001, etc.).
- Mentor and train junior NOC analysts, fostering a culture of technical growth and accountability.
- Generate and present performance reports, trends, and recommendations to stakeholders.
Qualifications
- Bachelor’s degree in Computer Science, IT, Telecommunications, or a related field (or equivalent experience).
- Minimum 5+ years of experience in Network Operations Center (NOC) or similar environments, with at least 2 years in a leadership role.
- Strong expertise in Tier 2 & 3 network troubleshooting (TCP/IP, BGP, OSPF, VPN, Firewalls, Load Balancers).
- Certifications such as CCNA, CCNP, ITIL, or equivalent are highly preferred.
- Experience with network monitoring tools (e.g., SolarWinds, Nagios, PRTG, Zabbix).
- Excellent analytical, problem-solving, and decision-making skills under pressure.
- Proven ability to lead teams, delegate tasks, and communicate effectively with technical and non-technical stakeholders.
- Availability to work rotational shifts, including nights, weekends, and holidays.