Network & Security Operations Analyst / Team Lead

The Melbourne Network & Security Operations Control Centre (NSOC) is our 24/7 single point of contact for our managed and support services customers in ANZ. From the NSOC, we manage, monitor, and respond to our customers' faults, requests, and inquiries, alongside proactive monitoring to ensure speedy response and maximum service availability. A range of proactive activities are coordinated by the NSOC including preventative maintenance, system upgrades, and other optimization activities.

Role Overview

The NSOC Analyst / Team Leader (Senior Technical Support Specialist) role combines technical expertise, shift leadership, and security operations support. The role carries higher-level team leadership responsibilities while performing core Network Operations Center Technical Support Specialist (NOC TSS) duties and Security Operations Center (SOC) Analyst responsibilities.

Responsibilities

- Shift Leadership: Act as Acting Shift Supervisor and serve as the first point of contact for NSOC staff inquiries on shift, escalating to the NSOC Manager as required.
- Incident & Escalation Leadership: Take technical ownership of Major Incidents (identify, communicate, and utilize appropriate resources for resolution). Serve as Major Incident Coordinator on shift and handle in-person or email escalations.
- Process & Quality Improvement: Lead process document improvements, process implementation, and continuous operational enhancements.
- Mentoring & Assessments: Mentor TSS team members and conduct knowledge assessments.
- Recruitment & Hiring: Participate actively in the NSOC hiring and interviewing process.
- Project Ownership: Take ownership of assigned projects and deliver required outcomes on schedule.
- Reporting: Document and distribute all Major Incident review reports in the agreed format.
- Monitoring & Support: Monitor Motorola Solutions infrastructure using a variety of network tools; respond swiftly and accurately to all alerts to maintain uptime within Service Level Agreements (SLAs).
- Incident Management: Log, troubleshoot, and resolve network incidents.



Escalate issues exceeding time limits to specialized teams and work with them through to resolution.
- Customer Interaction: Serve as a primary point of contact for network-related issues via phone and email. Provide high-quality tier 1/2 support during high-volume periods.
- Preventative Maintenance: Perform proactive and preventative system management tasks to ensure optimal system performance and service availability.
- Knowledge Base Maintenance: Document resolution steps for incidents and contribute updates to the knowledge management database.
- Systems Data Integrity: Update and maintain data integrity across various operational database systems used in the NSOC.
- SOC Ticketing & Alert Monitoring: Monitor the SOC ticketing system (ServiceNow) and assign Alert Team Feed Views to maintain continuous triage and response—especially during non-standard business hours.
- Performance & SLA Targets:
- Alert Processing: Target an average processing rate of 5 alerts per hour or generate 2 unique tickets.
- Time to Response (TTR): Maintain an average TTR of 30 minutes per alert (from new status to closure or customer notification), unless escalated.
- Ticket Generation: Dedicate no more than 20 minutes on average to ticket creation, unless under escalation.

- Incident Response Escalations: Exercise authority to engage the Incident Response (IR) team when required, or coordinate with leadership and peers.
- Quality Assurance (QA): Participate in monthly QA evaluations, reviewing peer-processed alerts assigned by the QA lead.
- Customer Engagement: Provide insights on customer calls as needed to ensure clear communication and customer satisfaction.
- Continuous Upskilling: Actively engage in self-guided learning, the SOC training pipeline, and professional development during available shift time.
- Quality: Adhere to all Quality Management System policies,



standard operating procedures, and ITIL best practices.
- Information Security (iProtect): Comply with corporate information protection and security standards to safeguard intellectual property, customer data, and system infrastructure against cyber threats.
- Health, Safety & Environment (HSE): Actively promote safety awareness, report hazards/incidents, comply with Fit for Work standards, and adhere to environmental sustainability practices.
- Ethics & Confidentiality: Maintain strict confidentiality regarding commercial and technical operations. Report ethics or security concerns via designated reporting channels.

Education & Qualifications

- Essential:
- Australian Certificate of Education, Diploma, University Degree, or equivalent.
- Minimum 3 years of experience in an NSOC, NOC, SOC, or Service Desk environment.

- Desirable:

- Degree in Computer Science, Engineering, or relevant technical disciplines.
- ITIL Foundation certification or deep familiarity with ITIL processes.
- Foundational Networking and Cyber Security concepts/certifications.

Experience & Key Competencies

- Proven experience in NOC/SOC monitoring tools, helpdesk/service desk workflows, and ticketing tools (e.g., ServiceNow).
- Basic understanding of Radio / Transmission / Paging / IP Networks.
- Demonstrated ability to lead under pressure during high-severity events.
- Strong written and verbal communication skills; ability to communicate effectively with internal functional teams and external customers.
- High attention to detail, robust adherence to process, and multitasking abilities across multi-functional teams.

What we offer:

- Career progression opportunities (e.g., NSOC Manager, Operations Engineer, Project Engineer, Field technician, operations specialist/ manager)
- Annual performance bonuses
- Flexible working opportunities and recognition programs
- Paid Volunteer Day and Motorola Solutions Recognition Day
- Employee Stock Purchase Plan (ESPP)

Additional Information

- Job Title: Network & Security Operations Analyst / Team Lead
- Location: Melbourne
- Salary: Up to $80,000.00
- Ad Expiry: 24 November 2026

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📌 Network & Security Operations Analyst / Team Lead (Melbourne)
🏢 Motorola Solutions
📍 Melbourne