Noc Team Leader

hace 3 meses

Buenos Aires, Argentina BetWarrior A tiempo completo

**JOIN OUR TRIBE**

Do you strive for **excellence**? Do you embrace **innovation**?

We are here to create **exceptional **online entertainment experiences, offering our clients the chance to win in a **transparent**, **safe **and **responsible **way. We are **BetWarrior**

We welcome passionate warriors and are currently looking for a **NOC Team Lead **who will deal with the most challenging problems on our network

This position plays a central role in ensuring the smooth day-to-day operations of the 24/7 Network Operations Centre. You will be responsible for directly managing multiple NOC analysts and acting as an escalation point within the team

**What You'll Be Doing**:

- Develop the NOC support team by providing guidance and training to ensure a high standard of service
- Monitor NOC team performance, including response times, incident resolution, and adherence to established KPIs
- Develop and refine support processes and standard operating procedures to enhance efficiency and reduce incident resolution times
- Coordinate the first point of contact for technical issues and incidents reported by clients, coordinating swift responses and effective troubleshooting
- Escalate complex issues to higher-level support teams or third-party vendors, ensuring proper communication and resolution within SLAs
- Maintain accurate logs of incidents, interventions, and resolutions. Provide regular reports on team performance, issue trends, and areas for improvement
- Maintain clear and professional communication with clients, updating them on issue status, resolutions, and preventive measures
- Work closely with product, engineering, and quality assurance teams to relay client feedback and suggest product improvements based on support trends
- Current student or degree in Information Technology, Computer Science, or related fields; relevant certifications (e.g., CCNA, ITIL) are highly desirable
- 3-5 years of experience in a NOC or technical support role, with at least 2 years in a supervisory or team lead position
- Strong understanding of network and system monitoring tools, troubleshooting methodologies, and support ticketing systems
- Excellent analytical and problem-solving skills with the ability to work under pressure and handle multiple tasks simultaneously
- Strong verbal and written communication skills, with the ability to effectively interact with clients and internal teams
- Proven leadership abilities with experience in managing and developing high-performing teams in a fast-paced environment

**We Expect You to Embody the BetWarrior Values**:
**ACCOUNTABILITY & OWNERSHIP - **to be the protagonist of the game

**RELIABILITY -** to do our best and knock it out of the park

**TEAMWORK -** to achieve bigger and better goals

**WINNER SPIRIT -** to be ready for the match and aim at nothing short of victory

**WELLBEING -** to have fun and enjoy your position as it is key to fulfilling our goal

**CURIOSITY & INNOVATION -** to encourage exceptional ideas and seek betterment at every chance

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