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