Element Materials Technology · 1 month ago
OCC/NOC Team Lead
Blue Ash, OH
Full-time
Hybrid
Senior Level
5+ years expElement Materials Technology is one of the fastest growing testing, inspection and certification businesses in the world, and they are seeking an OCC/TOC Team Lead to drive operational excellence within their Global Technology Operations Centre. The role involves leading a team of analysts, ensuring high-quality support of critical IT services, and maintaining strong stakeholder relationships while overseeing incident response and service availability.
AerospaceBuilding MaterialIndustrial EngineeringInfrastructureMechanical Engineering
Hiring Manager
Daniel Jackson
Responsibilities
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
Qualification
Required
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
Familiarity with Halo or similar ITSM tools
Technology-related degree or higher-level qualification
ITIL v3 or v4 Foundation certification
Company
Element Materials Technology
Element Materials Technology is a network that provides inspection, testing, and certification services for materials and products.
5001-10000 employees
H1B Sponsorship
Element Materials Technology has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (2)
2023 (3)
2022 (3)
Funding
Current Stage
Late StageTotal Funding
unknown2022-01-23Acquired
Leadership Team
Jo Wetz
Chief Executive Officer
Recent News
2026-01-08
2025-10-23
Company data provided by crunchbase