Justin Gosling
Baltimore,MD
Summary
Experienced telecommunications leader with 18 years in network operations customer service and incident management. Proven skills in team leadership and service reliability, with a focus on effective problem-solving and service improvement. Recently relocated to Baltimore, MD, bringing international expertise to enhance U.S. companies' network operations.
Overview
12
12
years of professional experience
Work History
ICT NOC Team Leader & Major Incident Manager
Spark NZ
Auckland, New Zealand
09.2023 - 06.2025
- Managed NOC events and alerts, ensuring the availability and performance of critical systems.
- Oversaw 24/7 rostering and team coordination for 16 ICT NOC engineers, ensuring consistent service delivery and reliability.
- Coordinated daily operations, streamlining team workflows to maximize efficiency and service quality.
- Refined and tuned NOC alerting processes through ServiceNow ITOM, and LogicMonitor optimizations.
- Provided weekly and monthly team performance reports for review and improvement discussions.
- Reviewed engineer incidents for quality and improvement opportunities.
- Managed alert onboarding for new customers and products, ensuring seamless integration into NOC monitoring processes.
- Led the management of major incidents, coordinating cross-functional teams to ensure rapid identification, escalation, and resolution of critical IT issues.
- Acted as the primary point of contact during high-severity incidents, communicating status updates, and post-incident reports to stakeholders and executives.
- Conducted root cause analysis and facilitated post-incident reviews, implementing preventative measures to improve system reliability.
NOC Team Leader
Plan B Technology NZ
Auckland, New Zealand
01.2022 - 08.2023
- Oversaw the 24/7/365 operation of the Plan B Network Operations Centre, managing a team of seven direct reports.
- Led recruitment, onboarding, and training programs for new NOC team members, ensuring rapid integration and productivity.
- Developed, improved, and distributed Change and Incident communications to all Plan B stakeholders.
- Served as the primary escalation point for all NOC-related incidents, managing stakeholder communications and ensuring timely resolution.
- Drove continuous improvement through team meetings, daily check-ins, monthly one-on-ones, and aligning individual goals with company strategy.
- Created, improved, and implemented operational processes and documentation to standardize workflows and enhance efficiency.
- Prepared and distributed network incident Root Cause Analysis (RCA) reports for customers and senior leadership review.
- Compiled and presented monthly NOC team SLA performance reports for Board-level review.
Technical Team Leader
WXC Communications NZ
Auckland, New Zealand
01.2013 - 01.2015
- Led the Tier 1–2 technical support desk, managing day-to-day operations and ensuring high service levels.
- Coached and developed team members on products, processes, and customer service skills, improving overall performance and knowledge retention.
- Acted as primary point of contact in the absence of the Team Manager, maintaining operational continuity.
- Prepared and delivered employee performance appraisals for management review.
- Supported technical staff in resolving customer escalations, improving resolution times and customer satisfaction.
- Monitored and analyzed team KPIs, implementing improvements to drive efficiency and service quality.
- Collaborated with cross-functional teams to provide support and resolve business-critical issues.
Education
High School Diploma -
Northcote College
Auckland, New Zealand12-2006
Skills
- NOC management
- Major incident management
- Performance reporting
- ITIL frameworks
- Root cause analysis
- Continuous improvement
- Effective communication
- Monitoring & ITSM tools - ServiceNow, LogicMonitor, Solarwinds
- Process improvement
- Stakeholder management
Timeline
ICT NOC Team Leader & Major Incident Manager
Spark NZ
09.2023 - 06.2025
NOC Team Leader
Plan B Technology NZ
01.2022 - 08.2023
Technical Team Leader
WXC Communications NZ
01.2013 - 01.2015
High School Diploma -
Northcote College
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