Command Center Team Lead (24/7 NOC)

About the role

AXIAN Digibank & Fintech is seeking a Command Center Team Lead to manage its 24/7 Network Operations Center (NOC). The role ensures continuous service availability, oversees incident response, and drives operational excellence across the technology platform.

Key responsibilities

• Supervise 24/7 shift governance, including rotation planning, handovers, and coverage.
• Act as the primary escalation point for critical or complex incidents beyond senior operators.
• Take operational command of P1/P2 incidents, coordinate resolution actions, and communicate status to stakeholders.
• Consolidate and present performance indicators such as platform availability, transaction success rate, MTTD, TTR, MTTR, and detection quality ratio.
• Ensure proper use of monitoring, ticketing, and reporting tools (ServiceNow, Grafana, Prometheus, Kibana).
• Maintain process alignment across hubs, identify deviations, and drive corrective actions.
• Lead senior and NOC operators, monitor performance, and support skill development.
• Contribute to continuous improvement of escalation procedures, runbooks, and dashboards.

Required profile

• Master’s or Engineering degree in Computer Science, Telecommunications, Information Systems or related field.
• 8‑12 years of experience in NOC, IT Operations, Telecoms, Fintech or digital services.
• Minimum 3 years leading an operational team or command center.
• Strong background in incident management, root‑cause analysis and supplier coordination.
• Good knowledge of ITSM/ITIL practices.
• Professional fluency in French and English.

Required skills

• ServiceNow
• Grafana
• Prometheus
• Kibana