Seeking an experienced professional to fill a key position, this role demands expertise in [specific field or industry, if mentioned] along with a strong track record of [relevant skills or achievements]. The ideal candidate will possess [required qualifications, e.g., a degree in X, certification in Y] and demonstrate proficiency in [specific tools, software, or methodologies]. Responsibilities include [core duties], with a focus on [key objectives or deliverables]. The position requires the ability to [specific competencies, e.g., analyze data, manage projects, or lead teams] while maintaining compliance with [relevant standards or regulations]. Successful applicants will exhibit exceptional [soft skills, e.g., communication, problem-solving, or leadership] and a commitment to continuous improvement. This opportunity offers [any notable perks, e.g., competitive salary, professional development, or flexible work arrangements].
This position is responsible for guiding and managing the NOC shift team to provide continuous, round-the-clock operational support for network services, with a focus on efficient incident resolution, timely service restoration, and proactive monitoring. The individual will be tasked with upholding service availability standards, fostering operational excellence, and improving customer satisfaction, all while adhering to established internal processes, standard operating procedures, and service level agreement commitments.
The Shift Team Leader serves as the primary operational authority throughout each shift, responsible for making timely decisions and fostering seamless cross-functional collaboration among NMC, TAC, Engineering, and Service Management. Additionally, they ensure the consistent application of standard operating procedures.
The position involves reporting directly to the NOC Manager, ensuring seamless communication and alignment with operational objectives.
Oversee and execute a comprehensive range of essential duties and responsibilities integral to the role’s success, ensuring alignment with organizational objectives and operational standards. Serve as a pivotal contributor in managing core functions, demonstrating expertise in delivering high-quality outcomes while fostering collaboration across teams. Exhibit proficiency in executing assigned tasks with precision, maintaining adherence to established protocols, and upholding accountability for performance metrics. Facilitate seamless workflows through effective planning, prioritization, and problem-resolution strategies, while continuously seeking opportunities for process improvements and innovation.
Lead, direct, and manage the NOC shift team to maintain optimal operations, enforce standard operating procedures, and meet service level agreements and key performance indicators.
During the shift, you will assume the role of operational lead and incident commander, providing structured leadership and decisive, well-informed decision-making while ensuring seamless coordination throughout major incidents.
When necessary, serve as the acting NOC Manager, offering leadership oversight and making operational decisions.
Oversee the allocation of tasks, establish priorities, and ensure the immediate implementation of shift activities within a dynamic operational setting.
Manage the full spectrum of incidents from initial detection through escalation, troubleshooting, and final resolution, ensuring all actions are completed within the specified timeframes.
Act as the main escalation contact for critical and major incidents, guaranteeing prompt resolution and reduced service disruption.
Ensure meticulous logging, prompt updates, and thorough closure of every incident and service request within NetSuite, adhering to stringent standards for data integrity.
Responsibilities include proactively monitoring the network, promptly addressing alarms, incidents, and any performance issues to maintain optimal operations.
Oversee supplier and vendor escalations to facilitate timely incident resolution and service restoration.
Investigate underlying causes, facilitate the creation and verification of Reason for Outage (RIO) reports, and advance service improvement initiatives.
Serve as the primary client liaison during critical incidents, guaranteeing prompt, precise, and courteous communication at all times.
Partner with Service Managers and other internal stakeholders to ensure consistently high customer satisfaction and service delivery standards.
Oversee the transition between shifts and verify the accuracy of daily, weekly, monthly, and unscheduled operational reports.
Identify operational gaps, risks, and inefficiencies, and take the lead in implementing or escalating corrective measures as warranted.
Enhance operational excellence by actively participating in the development and refinement of Standard Operating Procedures (SOPs), contributing to Root Cause Analyses (RCS), and implementing industry-leading operational best practices to drive ongoing improvements.
Collaborate effectively with Technical Assistance Center (TAC), Network Management Center (NMC), Engineering, and Field teams to address intricate technical challenges and facilitate scheduled maintenance operations.
Provide assistance to field operations as needed, performing troubleshooting, testing, and service validation tasks to ensure operational efficiency and system reliability.
Minimum qualifications include a bachelor’s degree in a relevant field or equivalent professional experience, coupled with a minimum of three years of hands-on experience in the industry. Proficiency in specialized software or tools pertinent to the role is required, along with strong analytical and problem-solving abilities. Excellent communication skills, both written and verbal, are essential for collaborating with teams and stakeholders. The candidate must demonstrate a commitment to continuous learning and adaptability in a dynamic work environment. Additional requirements may include certifications or training relevant to the position, as well as the ability to manage multiple priorities efficiently.
A bachelor’s degree in Engineering, Information Technology, or a closely related discipline is required.
Professional certifications such as CCNA, JNCIA/JNCIS, ITIL or MEF are preferred
Capable of fulfilling a rotating 24/7 shift schedule that encompasses overnight, weekend, and public holiday assignments with flexibility and reliability.
A strong background in the relevant field along with proficiency in key technical and soft skills is essential for this role. Candidates should possess a minimum of [X] years of hands-on experience in [specific industry/function], demonstrating a deep understanding of [key processes, tools, or methodologies]. Strong analytical abilities, attention to detail, and the capacity to solve complex problems efficiently are required. Familiarity with [specific software, systems, or frameworks] is preferred, as is the ability to collaborate effectively within cross-functional teams. Excellent communication skills, both written and verbal, are necessary to convey ideas clearly and influence stakeholders at all levels.
With a minimum of five years of hands-on experience in telecommunications or Network Operations Center (NOC) environments, you will bring proven expertise to this role. Your background demonstrates a deep understanding of network infrastructure, monitoring systems, and troubleshooting methodologies essential for maintaining optimal network performance.
Experienced in leading teams in high-pressure, round-the-clock operational settings, demonstrating a track record of effective team management.
Demonstrates extensive expertise in technology platforms spanning transport networks, including SDH, DWDM, and OTN, as well as data/IP networks such as BGP, Ethernet, and IP/MPLS.
Hands-on expertise in the following areas is essential:
Ticketing systems, including NetSuite and other comparable platforms, are essential for managing customer inquiries and support requests efficiently. These tools facilitate the tracking, prioritization, and resolution of tickets, ensuring timely responses and improved customer satisfaction. Proficiency in such systems is often a prerequisite for roles requiring customer service or technical support expertise, as they streamline workflows and enhance productivity.
Monitoring systems, including PRTG, NMS, Cacti, and SolarWinds, are utilized to oversee and manage network performance, ensuring optimal operation and quick issue resolution.
Proven expertise in resolving incidents and diagnosing technical issues efficiently. Demonstrates a strong ability to identify root causes, implement effective solutions, and restore system functionality promptly. Skilled in analyzing complex problems and applying structured troubleshooting methodologies to minimize downtime and ensure operational continuity.
A proven ability to communicate effectively and manage stakeholder relationships with professionalism and diplomacy is required.
Demonstrates resilience and composure in high-pressure situations while exercising strong judgment to resolve critical incidents effectively.
Proven expertise in analytical reasoning and the preparation of comprehensive reports is required.
Demonstrated capability to perform efficiently and decisively in fast-paced, time-sensitive operational settings.
Exhibits a commanding leadership presence and demonstrates exceptional judgment in decision-making processes.
Customer-oriented with a strong aptitude for building and maintaining professional relationships.
Detail-oriented professional committed to achieving operational excellence through meticulous attention to detail and a proactive approach to process optimization.
Attributes
Dedicated to fostering meaningful client connections, you will prioritize relationship development and ensure a client-centric approach in all interactions.
Integrity, honesty, and unwavering ethical standards are essential qualities for this role. The position demands a steadfast commitment to transparency and moral principles in all professional interactions. Candidates must demonstrate a consistent dedication to ethical behavior, ensuring trustworthiness in every aspect of their work.
Boundless enthusiasm, unwavering dedication, and adaptability are essential qualities for this role. The ideal candidate will exhibit a strong commitment to their work, a willingness to embrace change, and the ability to thrive in dynamic environments.
Excellence in performance, meticulous attention to detail, and a steadfast commitment to accuracy are essential.
Collaborative professionals excel by leveraging teamwork and strategic partnerships to deliver impactful outcomes.
Qualifications
BA/BSc/HND , Professional Certificate
Experience Required
5 years
