Get AI-powered advice on this job and more exclusive features. The Lead NOC Engineer provides Tier 1 and Tier 2 service-level support and works closely with Tier 3 Support Groups to deliver results. This position is responsible for administering, documenting, and resolving diverse cases (incidents, changes, and requests). Acts as an advisor in Information and Communications Technology (ICT) and in integrated, end-to-end customer solutions related to the company's portfolio. Leads and directs support team members and vendors as needed to resolve incidents and escalates issues to ensure total customer satisfaction. The ideal candidate possesses strong problem-solving and interpersonal communication skills (both verbal and written) and is comfortable interacting with both technical and non-technical users. They are customer-oriented, thrive in demanding and complex environments, and demonstrate leadership, responsibility, goal orientation, and excellent teamwork. Overall: Expert-level technical professional. Recognized authority in technical principles. Advisor on technical knowledge and subject matter expert of CES products and services. Key Responsibilities Collect and register incidents, providing periodic updates on status Fault isolation and troubleshooting, handling customer escalations and resolving issues satisfactorily Coordinate with and escalate to other technical support areas and providers (including RMA) Prepare regular traffic platform reports, including RFO (Reason for Outage) or RCA (Root Cause Analysis) reports for each incident, and monthly summary reports aligned with committed SLAs Monitor alarms and status for security, connectivity, and critical infrastructure performance; detect traffic anomalies Act as liaison between support groups during outages and collaborate with third-party vendors to remediate issues Demonstrate excellent time management, organizational skills, and the ability to handle multiple tasks and projects with minimal supervision Manage Customer Change, Incident, and Problem Management Emergency Reports Fulfill Change Management processes Manage fraud detection and mitigation activities Drive continuous improvement and innovation of business processes, providing guidance and training to help the team identify opportunities Advocate for excellent customer service, both internally and externally Qualifications Required: Bachelor's degree in Telecommunications, Engineering, Computer Science, or related discipline 10+ years of customer-facing experience in Information and Communications Technology Fluency in English and Spanish (high proficiency, both reading and writing) Cisco Certified Network Associate (CCNA) – high knowledge and practical experience with Cisco technologies and devices Preferred: Master’s degree in Telecommunications, Engineering, Computer Science, or related discipline Basic fluency in Portuguese (low proficiency) Cisco Certified Network Professional (CCNP) – expert knowledge and experience with Cisco technologies and devices (within 1.5 years) Juniper Networks Certified Professional (JNCIP-DC) – expert knowledge and experience with Juniper technologies and devices (within 1.5 years) NS3 Fortinet certification (within 1 year) Seniority level Seniority level Mid-Senior level Employment type Employment type Full-time Job function Job function Business Development Industries IT Services and IT Consulting Referrals increase your chances of interviewing at Confidential Careers by 2x Sign in to set job alerts for “Network Operations Center Engineer” roles. Bogota, D.C., Capital District, Colombia 1 week ago L1 Firewall Administrator / Network Support Specialist (Spanish-speaking) We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI. #J-18808-Ljbffr