OCC/NOC Team Lead

Element Materials Technology-posted 11 days ago
Full-time • Manager
Blue Ash, OH
5,001-10,000 employees
Resume
Match Score
Upload and Match ResumeTrack Jobs with Teal

Overview The OCC/TOC Team Lead is a key leadership role within Element’s Global Technology Operations Centre (TOC). This position is responsible for driving operational excellence and ensuring the consistent, high-quality support of critical IT services across the organisation. The role focuses on people leadership, managing, developing, and empowering a team of TOC Analysts, while overseeing real-time monitoring, incident response, and service availability across Element’s global infrastructure. Acting as a central point of coordination within the TOC environment, the OCC/TOC Team Lead ensures timely detection, escalation, and resolution of operational issues, and maintains strong stakeholder relationships across Technology and the wider business. The position requires varied shift cover: 08:00 - 16:00 and 09:00 - 17:00, and may require support for weekend business activity. The role may require out-of-hours on-call escalation support. The OCC/TOC Team Lead reports directly to the Global Head of Service Management

  • People Leadership & Team Management Lead, mentor, and develop a team of TOC Senior Analysts and Analysts, ensuring high performance, accountability, and continuous growth.
  • Conduct performance management, including objective setting, monitoring, coaching, and formal appraisals.
  • Foster a positive, collaborative, and high-performing team culture aligned with Element values.
  • Manage shift coverage and staffing to maintain operational support.
  • Address workload distribution, prioritisation, and team wellbeing, ensuring balanced and sustainable operations.
  • Manage conflict effectively and support a psychologically safe environment for all team members.
  • Oversee real-time monitoring of critical infrastructure, applications, and network environments, ensuring rapid response to alerts and incidents.
  • Ensure analysts follow established SOPs, KB articles, and escalations, maintaining service availability and rapid issue resolution.
  • Drive consistency and quality in remote hands and eyes support across multiple regions.
  • Identify service-impacting issues, validate customer impact, and escalate to SMEs and engineering teams as required.
  • Ensure adherence to Element’s Incident, Major Incident, and Change Management processes, and support Major Incident Managers during critical events.
  • Coordinate cross-functional teams during incidents to ensure timely and effective resolution.
  • Lead continuous improvement initiatives by identifying trends, gaps, and automation opportunities.
  • Support the seamless onboarding of new business units and services into the TOC operational model.
  • Maintain and enhance operational reporting, ensuring regular SLA and performance updates are delivered to management.
  • Contribute to Post-Incident Reviews by ensuring effective participation, accountability, and follow-through.
  • Collaborate closely with the Global Head of Service Management and regional leads to evolve TOC capabilities and deliver best-in-class operational support.
  • Manage relationships with third-party vendors and partners, ensuring accountability, timely support, and appropriate escalation.
  • Attend monthly vendor service reviews to contribute insights on performance, incidents, and improvements.
  • Build strong working relationships with technical and business stakeholders to maintain trust and confidence, especially during high-impact events.
  • Ensure compliance with Element’s Purpose, Mission, Vision, Values, and technology policies.
  • Maintain high levels of documentation quality, operational discipline, and audit readiness.
  • Minimum of 5 years people manager experience within a high-pressure NOC/TOC, Command Centre, or Operations environment.
  • Solid understanding of ITIL principles and structured operational processes.
  • Hands-on experience using ITSM platforms such as ServiceNow.
  • Proven ability to manage customer expectations and communicate effectively with stakeholders at all levels.
  • Strong organisational skills with the ability to manage multiple priorities and lead under pressure.
  • Demonstrated ability to manage conflict and coach team members through complex situations.
  • Knowledge of voice and data networking (LAN, WAN, routing protocols, switches, routers).
  • Knowledge of cloud technologies including AWS, Azure, and Google Cloud.
  • Knowledge of enterprise technologies such as Active Directory, DNS, DHCP, VPN, Windows OS, SQL, Virtualisation, Citrix, Wireless technologies, etc.
  • Experience with monitoring and observability platforms (e.g., BigPanda, Zabbix, etc.).
  • Experience in Operations or TOC environment where observability, response, and incident management are critical.
  • Technology-related degree or higher-level qualification.
  • ITIL v3 or v4 Foundation certification.
  • Familiarity with Halo or similar ITSM tools.
Track Jobs with Teal

Job Search Resources

•
Resume Builder
•
Team Lead Resume Examples
•
Team Lead Cover Letter Examples

Tools

Career Hubs

Guides

Company

© 2024 Teal Labs, Inc
Privacy PolicyTerms of Service