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. Oversee real-time monitoring of networks, systems, and applications to quickly identify and address potential issues before they impact clients. 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. What We Look for in an Ideal Candidate: 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.
#J-18808-Ljbffr