NOC Operations Team Lead

Company Overview

Headquartered in Singapore, ICONZ-Webvisions is a trusted cloud and managed hosting provider with over 25 years of experience. We deliver secure, reliable technology solutions to mid-tier enterprises, helping them innovate and improve efficiency through cloud computing. Through our consultative approach, we help businesses leverage cloud technologies to innovate, improve efficiency, and stay ahead in a rapidly evolving digital landscape.

Job Summary

You will lead and support a technical operations team delivering customer support, service delivery, installation, configuration, maintenance, and managed services across physical and virtualized environments. This role requires some technical expertise, supervisory experience, and a hands-on approach to ensure operational and service excellence.

Responsibilities

• Lead and manage a 24/7 IT operations team, coordinating workload and shift coverage to maintain high service reliability and customer satisfaction
• Coach, develop, and support team members, including recruitment and onboarding, to enhance team performance and operational efficiency
• Oversee customer tickets, service requests, and escalations, ensuring timely communication and effective resolution of issues
• Coordinate major incident management by assessing impact and priority, allocating resources, managing escalations, and leading post-incident reviews to minimize downtime
• Provide technical supervision and hands-on support across servers, networking, cloud, and data-centre environments to ensure high system availability and performance
• Implement and maintain operational reporting, documentation, and process improvements to optimize service delivery and team productivity
• Demonstrate accountability and ownership in managing operational issues and driving continuous improvement initiatives
• Communicate effectively with customers and stakeholders to maintain transparency and build trust
• Apply problem-solving skills and sound decision-making to resolve complex technical and operational challenges

Required competencies and certifications

• Strong knowledge of incident, problem, SLA, and operational management
• Experience in managed services, customer support, or cloud environments
• Working knowledge of servers, networking, virtualization, and data-centre operations

Preferred competencies and qualifications

• Diploma or Degree in Computer Science, IT, Computer Engineering, or a related field
• 4+ years of experience in IT operations, including 1–2 years in a team-lead or supervisory role
• Proficient in spoken and written English
• Strong communication and interpersonal skills
• Detail-oriented with a high level of accuracy
• Excellent analytical, problem-solving, and decision-making abilities
• Proactive, responsible, and willing to learn

Skills

Development, Customer Service Delivery, Task Scheduling, Ticketing, Customer Support, Data Centre environments, Documentation, Escalation Management, Operational Reporting, Resource Allocation, Networking, Team Management, Accountability Management, Customer Communication, Incident Management