About the job
At boxxe, we believe that technology transcends mere hardware and software; it is fundamentally about people. Our commitment to fostering meaningful relationships and our deep technological expertise empower us to deliver exceptional services. We prioritize our customers, partners, and the environment, recognizing that our people are the cornerstone of our success.
We collaborate, simplify, and innovate, striving to make technology more human and accessible.
Your Mission
As the NOC 3rd Line Technical Team Leader at boxxe, you will oversee a team of highly skilled senior engineers specializing in Cisco, Fortinet, and Palo Alto technologies. Your leadership will ensure the delivery of high-quality services, guiding the team in monitoring, maintaining, and resolving complex network issues for our clients. You will drive service excellence, facilitate ticket ownership, and promote operational best practices. In partnership with the NOC Tech Lead, you will also play a crucial role in introducing new products and services, ensuring that your team is equipped with the necessary skills to support them.
What You’ll Be Doing
- Leading and inspiring a team of senior Network Operation Centre (NOC) Engineers.
- Ensuring adherence to best practices for incident management, problem resolution, service delivery, and change enablement tailored to our customer needs.
- Overseeing team tasks to investigate, troubleshoot, diagnose, resolve, and recover from incidents to minimize customer impact.
- Cultivating a culture of Customer Excellence and Continuous Service Improvement within the team.
- Identifying and implementing process enhancements to enrich customer experiences across the services.
- Acting as a technical escalation point for NOC engineers.
- Collaborating with the NOC 1st and 2nd Line Team Leaders to ensure effective ticket escalation and to provide guidance to reduce unnecessary escalations.
- Serving as an escalation point for customers and internal stakeholders as needed.
