NOC Operations Team Coordinator

Requirements

Education

• Higher Level Vocational Training in IT, Systems, or Telecommunications, or a related university degree.
• Technical and IT service management certifications will be valued.

Experience

• At least 4 years of experience in systems operation, monitoring, or technical support center environments.
• Demonstrable experience coordinating operations teams, NOC, Service Desk, or monitoring centers.
• Experience in direct communication with clients and follow-up of managed services.

Technical knowledge

• Monitoring of IT infrastructures, networks, and systems.
• Windows and Linux systems.
• Virtualization infrastructures.
• TCP/IP networks, switching, routing, and communications.
• Ticketing and incident management tools.
• Monitoring and observability tools.
• Management of incidents, problems, and changes under ITIL frameworks.
• Preparation and analysis of operational indicators and dashboards.

Skills

• Leadership and team coordination.
• Organizational and prioritization skills.
• Customer and results orientation.
• Communication and presentation skills.
• Management of critical situations and decision-making.
• Proactivity and a continuous improvement focus.
• Ability to work in high-availability environments and critical services.

• ITIL Foundation certification.
• Knowledge of tools such as Zabbix, Centreon, Dynatrace, PRTG, Nagios, SolarWinds, or similar.
• Experience in 24x7 services.
• Experience in large-scale corporate environments and managed services.

At Inetum, we are looking for a 24x7 Operation/NOC Team Coordinator to lead the daily operation of a monitoring and support service for critical infrastructures, providing service on-site at our client's facilities in Madrid.

The selected person will act as the operational reference for the NOC team, coordinating the activity of the operators, ensuring compliance with established procedures, and supervising the correct management of incidents, events, and infrastructure alerts.

They will be the main operational point of contact with the client for all aspects related to service management, guaranteeing compliance with service levels (SLA), the quality of the operation, and the continuous improvement of processes.

Main duties

• Coordinate and supervise the daily activity of the NOC team.
• Manage the assignment and follow-up of incidents, requests, and monitoring events.
• Perform the follow-up of critical incidents and technical escalations until their resolution.
• Act as the operational interlocutor between Inetum and the client.
• Supervise compliance with operating procedures, quality standards, and committed SLAs.
• Prepare service reports, operational indicators, and periodic reports.
• Identify improvement opportunities and propose actions to optimize the operation.
• Coordinate communications in the event of incidents with relevant impact.
• Collaborate with systems, communications, cloud, and security teams, as well as external providers.
• Participate in the definition and updating of operating procedures and action plans.
• Provide functional support and guidance to the members of the NOC team.