Shift Lead NOC
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· Coordinar al equipo de técnicos NOC en tiempo real.
· Asignar tareas y asegurar la cobertura de turnos y guardias.
· Velar por el cumplimiento de los procedimientos operativos estándar. Gestión de incidencias y eventos críticos
· Tomar control en situaciones de emergencia (caídas de red, fallos masivos).
· Escalar incidencias a los niveles superiores y áreas técnicas según protocolos.
· Garantizar el seguimiento y resolución dentro de los plazos (SLA). Monitorización de redes y sistemas
· Supervisar el funcionamiento de herramientas de monitorización (Zabbix, Nagios, SolarWinds, etc.).
· Validar alarmas críticas y coordinar primeras acciones correctivas. Documentación y reporting
· Registrar y actualizar tickets con trazabilidad completa.
· Generar informes de turno (shift handover) para el equipo entrante.
· Documentar incidencias repetitivas y oportunidades de mejora. Formación y apoyo al equipo
· Guiar y formar a técnicos nuevos o junior durante el turno.
· Promover buenas prácticas y cultura de mejora continua. Relación con clientes y equipos técnicos
· Contactar con clientes si la incidencia lo requiere.
· Mantener coordinación con ingeniería, operaciones de campo o soporte de segundo nivel
· Cualquier otra tarea asociada al puesto de trabajo o las necesidades de la compañía. REQUISITOS
• Ciclo formativo o grado en Redes, Telecomunicaciones o Ingeniería Informática
• Conocimientos sólidos en
- Protocolos red
- Herramientas de monitorización y ticketing
- Infraestructura de la red
• Certificado CISCO CNNA Service Provider o similar.
• Idiomas:
- ingles.
- francés.
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