NOC 3rd Line Technical Team Leader

Job description

For us, tech has never been about just hardware or software. It’s about people. It’s our meaningful relationships, deep expertise and practical know-how in technology that drive what we do. We put our customers, our partners and the environment at the heart of everything we do and our people are the difference that make the difference. At boxxe, we understand, we collaborate, we simplify, we care and we deliver; together we are making tech human. ### Your Mission 💪 The boxxe NOC operates across Cisco, Fortinet and Palo Alto technologies, delivering high‑level services backed by top‑tier partnerships. As a NOC 3rd Line Technical Team Leader, you’ll lead a team of senior engineers (CCNP/FCP/CCIE level) who monitor, maintain and resolve complex network issues for our customers. You’ll drive high‑quality service delivery and ensure the team is performing at its best, supporting ticket ownership where needed and setting the standard for operational excellence. You’ll champion process and technical improvements, shaping how we work and embedding best practice across Operations. Your team will play a key role in supporting lower tiers with guidance, training and development. Working closely with the NOC Tech Lead, you’ll help introduce new products and services, validating deliverables and ensuring the wider team has the skills and clarity needed to support them confidently. ### What you’ll be doing 🎯 - Leading, motivating, and developing a team of senior Network Operation Centre (NOC) Engineers - Ensuring the team are following best practice for incident, problem, service and change enablement in line with the specific needs of our customers - Oversight of team tasks including investigation, troubleshooting, diagnosis, resolution, and recovery to minimise impact to customers, stepping in to assist where required - Driving a culture of Customer Excellence and Continual Service Improvement within the team - Identifying, developing, communicating, and implementing process changes across the services to improve customer experience for the team and the wider operations team - Acting as a point of technical escalation for the NOC engineers - Working with the NOC 1st Line / 2nd Line Team Leaders to ensure tickets are being escalated to the 3rd Line team where appropriate and providing guidance and knowledge for those team to drive reduction in calls moving to the 3rd line team - Acting as a point of escalation for customers and internal stakeholders as required including participating in the On-Call management rota for out of hours escalations. - Provide input into Service Transition to ensure successful go-live of Managed Service contracts - Work with the Service Management teams to identify opportunities for improvement within customers accounts - Supporting the NOC Manager in required audits for the operation to gain and maintain relevant accreditations ### What experience we think you’ll need 🚀 - **A track record of thriving in a fast‑paced NOC or similar technical operations environment** - Proven experience leading high‑performing engineering teams and elevating overall capability - Outstanding interpersonal and communication skills, with the confidence to influence, mentor and inspire others - Strong analytical, planning and organisational abilities, with a knack for turning complex problems into clear, actionable solutions - Deep technical expertise to at least CCNP / FCP / PCNSE level (or equivalent), with the drive to continuously grow and stay ahead of emerging technologies > *As an equal opportunity employer, we are committed to building a team that represents a variety of backgrounds, perspectives, and skills. boxxe does not discriminate based on race, religion, colour, national origin, sexual orientation, gender identity, age, marital status, veteran status, or disability status. All our employment is based on qualification, excellence, and business need.*