Our client, a well-established technology platform, has recently expanded by opening a new branch in Malta. They have exclusively partnered with our recruitment agency to find a Mandarin Speaking Lead NOC to join their expanding Professional Services NOC team, which operates outside of a traditional data center environment.

As the Lead NOC, you will oversee a dedicated team of NOC engineers, providing Level 1 and Level 2 support for cloud-based IT infrastructures. Your primary responsibility will be to ensure that NOC operations align with established policies and procedures, monitor infrastructure performance, and manage installation and delivery schedules. You will also lead efforts to resolve any disruptions affecting IT infrastructure and provide solutions for complex technical issues.

Responsibilities:

• Supervise 24/7 NOC shift operations and personnel.
• Assign tasks and manage workloads for shift team members while escalating resource constraints to management.
• Oversee daily NOC operations, including escalations, ticketing, and customer communications.
• Ensure NOC performance exceeds Service Level Agreements (SLAs).
• Facilitate skill development for staff to meet departmental and individual objectives.
• Recruit, train, mentor, and develop Level 1 and Level 2 engineers.
• Identify opportunities for process improvements and oversee their implementation.
• Enhance and refine NOC processes and procedures.
• Continuously develop systems for proactive monitoring of managed infrastructure.
• Coordinate root cause analysis, recommend solutions, and ensure systemic issues are resolved effectively.
• Manage troubleshooting for major incidents utilizing NOC monitoring tools.
• Maintain comprehensive documentation related to designs, processes, and procedures.
• Provide leadership and coordination for assigned projects.
• Generate key management reports, including system availability, SLA compliance, ticket resolutions, and customer issues.
• Perform complex systems administration tasks on an ongoing basis.
• Undertake additional related duties as assigned.
• Be available for on-call support 24/7.

Qualifications:

• Bachelor's degree in Computer Science, Computer Engineering, or a related field is required.
• Prior experience with cloud service providers, particularly AWS, is preferred.
• Proven ability to work independently, demonstrating effective time management skills.
• Strong skills in network troubleshooting, process workflow, and communication.
• In-depth knowledge of TCP/IP protocols.
• Fluency in English and Mandarin (both spoken and written) for business communication.
• Capacity to exercise independent judgment while planning and executing network analytical tasks.
• Experience in people management and conflict resolution.
• Exceptional problem-solving abilities and analytical skills.
• Excellent verbal and written communication skills, with the ability to produce organized reports and detailed documentation.
• Strong research, investigation, and evaluation skills, with a structured approach to problem-solving.
• Outstanding interpersonal skills and a collaborative team player.
• Comfortable working directly with end users.
• Willingness to be available for out-of-hours work due to the 24/7 operational nature of the role.

If you are a driven professional ready to take on a leadership role in a dynamic NOC environment, we encourage you to apply.