Job Description

SUMMARY

We are seeking a technically strong and hands-on
NOC Team Lead
to oversee shift operations supporting global infrastructure environments. This role is based in the Philippines and serves as the senior technical authority during shift hours, acting as both an escalation point and a working engineer.
This is not a purely managerial role. The successful candidate will actively participate in incident resolution, network and infrastructure troubleshooting, and operational support while also leading, mentoring, and coordinating the performance of the local NOC team. You will be expected to lead by example—owning complex technical issues, maintaining operational discipline, and ensuring high-quality incident management aligned with structured ITIL-based processes.

JOB RESPONSIBILITIES
Shift Leadership & Operations
• Lead Philippines-based NOC shift operations
• Own workload distribution, queue management, and prioritization during shift hours
• Ensure consistent adherence to operational standards, SLA targets, and escalation procedures
• Manage shift handover processes, ensuring all active incidents are clearly documented with next actions

Technical Escalation & Incident Ownership
• Act as the primary escalation point for complex P1 and P2 incidents
• Drive end-to-end incident resolution, including diagnosis, remediation, and validation
• Perform structured root cause analysis and contribute to post-incident reviews
• Coordinate with global teams for cross-region incident resolution when required

Team Leadership & Development
• Mentor and support NOC engineers in real-time technical troubleshooting
• Identify knowledge gaps and support ongoing technical upskilling
• Reinforce best practices in ticketing, documentation, and incident handling
• Support onboarding and training of new team members

Operational Excellence
• Enforce structured ticket discipline, ensuring accurate, timely, and audit-ready updates
• Maintain strong communication standards for internal and customer-facing updates
• Escalate issues to senior leadership with clear summaries, impact analysis, and recommended actions
• Contribute to continuous improvement initiatives across tools, processes, and monitoring systems

TECHNICAL RESPONSIBILITIES
Network & Infrastructure Operations
• Troubleshoot and support BGP routing, WAN connectivity, and peering issues
• Manage Juniper EX switching and SRX firewall environments (VLANs, security policies, zones)
• Support VPN technologies including IPsec (IKE Phase 1/2 troubleshooting)
• Work with colocation environments (e.g., cross-connects, ECX-style fabrics)
• Assist with DDoS awareness and escalation procedures

Linux & Virtualization
• Administer and troubleshoot Linux environments (Ubuntu, RHEL)
• Perform system health checks, performance tuning, and log analysis
• Manage virtualization platforms (OpenNebula, VMware vSphere)
• Support virtual firewall deployment (vSRX, FortiGate-VM, pfSense)
• Utilize Bash scripting for automation and troubleshooting (Python is a plus)

Monitoring & Incident Tools
• Use monitoring platforms for alert triage, escalation, and suppression handling
• Apply structured ITIL-based incident and change management practices
• Maintain strong documentation standards across all tickets and changes

Requirements

QUALIFICATIONS
• 5+ years in NOC, network operations, or Linux infrastructure support roles
• 1+ year in a senior, shift lead, or technical lead capacity
• Strong hands-on experience in Linux administration and/or network engineering
• Proven ability to handle complex production incidents in live environments
• Experience working in structured ticketing and SLA-driven environments
• Excellent written English for technical documentation and incident updates

PREFERRED SKILLS
• MSP, ISP, hosting, colocation, or financial services infrastructure exposure
• ITIL Foundation certification or applied ITIL experience
• Vendor certifications such as:
o Juniper (JNCIA / JNCIS)
o Cisco (CCNA / CCNP)
o Linux (RHCSA or equivalent)

Benefits

Full Philippine Statutory Benefits
13th Month Pay
De Minimis Allowance
Night Shift Differential Pay
Paid Time Off (PTO)
Health Insurance
Life Insurance (maximum of PHP 3M coverage)
Company-Provided Equipment

About ScalableOS

ScalableOS is a premium offshore staffing partner offering custom solutions for MSPs and Tax & Accounting firms. We provide dedicated staff based in the Philippines, fully integrated into your operations and 100% under your management. Your team with us operates as an extension of yours! Recognized on the Inc. 5000 list of America’s fastest-growing private companies, we’re experts in helping MSPs and Tax & Accounting firms grow quickly and profitably.

Industry

Consulting & Advisory

Company Size

51-200 employees

Headquarters

Seattle, Washington

Year Founded

Unknown

Website

scalableos.com

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