Technical Support Professional

TomTom's services run around the clock — and the NOC is the team keeping watch. We monitor every service, spot trouble before customers feel it, drive incidents to resolution and keep everyone informed while we do it.
We're now inviting aspiring team members who want to expand their skills and experience to apply for a lateral opportunity within NOC Operations.

This is a career progression move into the NOC team. You'll get hands-on exposure to NOC responsibilities, incident management, service operations and technical problem handling. It's designed for people who want to build real expertise and pursue a longer-term career path in NOC Operations. Following a successful selection process, you'll go through the onboarding and training needed to support your transition into the role.

· Monitor, troubleshoot, document, escalate and continuously improve IT infrastructure and NOC operations to ensure reliable service delivery and rapid incident resolution.
· Monitor TomTom's production services and infrastructure around the clock — working across tools like PagerDuty, Grafana and AlertSite to catch degradations before customers feel them.
· Triage and troubleshoot alerts and incidents as they arrive — establishing impact, forming a first hypothesis and taking the tactical steps that restore service fastest.
· Escalate to the right engineering teams at the right moment — with enough context that they can act immediately, and stay with the incident until it's resolved.
· Own incident communication end to end — keeping engineers, Leadership and Internal/External stakeholders informed while the incident is still unfolding.
· Document what you handle — incident timelines, runbooks and knowledge articles that make the next shift faster than the last.
· Continuously improve NOC operations — tuning noisy alerts, sharpening processes and using automation and AI tools to cut manual effort in reporting, event and knowledge management.

NOC is looking for strong analytical thinkers who enjoy solving problems and thrive in a high-pressure environment with shifting priorities. You should be able to assess a situation and determine tactical steps forward.
Core skills (0–2 years)

· A basic understanding of applications, systems and monitoring tools — exposure to PagerDuty, Grafana or AlertSite is a plus, though curiosity matters more to us than the length of your tool list.
· Familiarity with ticketing tools such as ServiceNow or Jira — where you'll log incidents, track progress and leave a clean handover for the next shift; training will be provided.
· Good time management and organizational skills — with the ability to triage a new alert, chase an engineering update and prepare a handover within the same hour.
· Basic knowledge of incident management processes — how incidents are detected, prioritized, escalated and closed, and why restoring service quickly and finding the underlying cause are two different jobs.
· Excellent spoken and written communication skills — explaining a technical situation clearly and concisely to engineers, leadership and customers, often while it's still unfolding.
· The ability to work in rotational shifts (24x7) — including nights, weekends and public holidays, on a rotation the team makes work together.
· A highly motivated, self-starting approach — digging into something unfamiliar, asking good questions and coming back with an answer rather than waiting to be told.
· A team-player mentality and a customer-focused mindset — every alert traces back to someone depending on a TomTom service, and keeping that in view shapes how you prioritize and communicate.
· Basic awareness of AI tools and automation — and how they can strengthen event, incident and knowledge management, improve reporting and streamline ServiceNow processes and tooling.

· Previous internship or hands-on experience in IT support or a helpdesk environment.
· Exposure to automation concepts for reporting or incident handling. (edited)