Job Objective:
To spearhead the NOC shift team’s efforts in delivering uninterrupted 24/7 operational support across network services, this position focuses on ensuring efficient incident resolution, timely service restoration, and proactive monitoring. The role holds responsibility for sustaining high service availability, reinforcing operational discipline, and elevating the customer experience, all while adhering to internal processes, standard operating procedures, and service-level agreement commitments.
The Shift Team Leader serves as the principal operational authority throughout the shift, responsible for making timely decisions, fostering effective cross-functional collaboration among NMC, TAC, Engineering, and Service Management teams, and ensuring the consistent application of standard operating procedures.
Reporting to the NOC Manager, this position is responsible for overseeing and coordinating network operations center activities to ensure optimal performance and reliability of the network infrastructure, while adhering to established policies and procedures.
Oversee a comprehensive range of essential duties and responsibilities to ensure operational excellence and team productivity. Lead strategic initiatives that align with organizational goals, fostering collaboration across departments to drive performance. Manage key projects from inception to completion, meticulously tracking progress and addressing challenges with proactive solutions. Supervise and mentor team members, providing clear guidance and constructive feedback to enhance individual and collective achievements. Ensure compliance with company policies and industry regulations while maintaining high standards of quality and efficiency. Develop and implement innovative processes to optimize workflow and streamline operations. Facilitate effective communication and coordination to support cross-functional alignment and seamless execution of objectives.
Direct the NOC shift team with strong leadership, oversight, and coordination to maintain efficient operations, guarantee strict compliance with standard operating procedures, and consistently meet service level agreements and performance metrics.
During the shift, serve as the operational lead and incident commander, establishing a structured response, making sound decisions, and coordinating effectively during major incidents.
Act as a substitute for the NOC Manager as needed, assuming leadership responsibility and making operational decisions.
Oversee the allocation of tasks, set priorities, and ensure the seamless implementation of shift activities in a high-velocity operational setting.
Oversee the complete incident management lifecycle, encompassing detection, escalation, root-cause analysis, and resolution, ensuring adherence to established service level agreements.
Act as the key escalation point for critical and major incidents, with a focus on rapid issue resolution and maintaining minimal service disruption.
Ensure all incidents and service requests in NetSuite are logged accurately, updated promptly, and closed appropriately while upholding stringent data integrity standards.
Responsible for managing proactive network monitoring initiatives and guaranteeing prompt responses to alarms, events, and performance degradation.
Oversee escalations involving suppliers and vendors to facilitate efficient incident resolution and timely service restoration.
Identify root causes and assist in compiling and verifying Reason for Outage (RIO) reports and service improvement initiatives to ensure accuracy and effectiveness.
Serve as the primary client-facing liaison during incident escalation, guaranteeing transparent, prompt, and professional communication throughout the process.
Partner with Service Managers and cross-functional teams to sustain exceptional customer satisfaction and operational excellence in service delivery.
Facilitate the seamless transfer of shift responsibilities while ensuring the accuracy and reliability of daily, weekly, monthly, and ad hoc operational reports.
Analyze current operations to pinpoint gaps, risks, and inefficiencies, then initiate or escalate corrective measures where warranted.
Enhance operational excellence by driving continuous improvement initiatives, including the refinement of standard operating procedures (SOPs), conducting root cause analyses (RCS), and implementing industry-leading best practices.
Coordinate with Technical Assistance Center (TAC), Network Management Center (NMC), Engineering, and Field teams to address intricate problems and facilitate planned maintenance operations.
Provide assistance to field operations as needed, encompassing troubleshooting, testing, and service validation tasks.
Minimum Requirements include a Bachelor’s degree in a relevant field, such as business administration, finance, or accounting, coupled with at least three years of professional experience in a comparable role. Strong analytical and problem-solving skills are essential, as is proficiency with financial software and Microsoft Office Suite. Candidates must demonstrate exceptional organizational abilities, attention to detail, and the capacity to manage multiple priorities in a fast-paced environment. Excellent communication skills, both written and verbal, are required to effectively collaborate with team members and stakeholders. Familiarity with industry regulations and compliance standards is also necessary.
A bachelor’s degree in Engineering, Information Technology, or a closely related discipline is required.
Professional certifications such as the Cisco Certified Network Associate (CCNA), Juniper Networks Certified Associate/Juniper Networks Certified Specialist (INDIA/NCIS), Information Technology Infrastructure Library (ITIL), or Metro Ethernet Forum (MEF) credentials are highly advantageous.
Candidates must demonstrate flexibility to accommodate a rotating shift schedule operating around the clock, encompassing overnight, weekend, and holiday assignments.
Seeking a candidate with a proven track record and specialized expertise in the relevant field, along with strong proficiency in key technical and interpersonal skills. The ideal individual will have a minimum of [X] years of hands-on experience, complemented by a comprehensive understanding of industry best practices. Essential skills include [list key skills], with a focus on [specific skill or area]. The role demands meticulous attention to detail, exceptional problem-solving abilities, and the capacity to work collaboratively within a dynamic team environment.
Demonstrates a minimum of five years of hands-on experience within telecommunications or Network Operations Center (NOC) environments.
Demonstrated success in leading teams within a continuous, round-the-clock operational setting.
Proficient in a variety of technology platforms, including transport networks such as SDH, DWDM, and OTN, as well as data/IP networks encompassing BGP, Ethernet, and IP/MPLS.
Seasoned professionals with a proven track record in executing practical tasks will find this role a compelling fit. Applicants should demonstrate familiarity through direct involvement in related activities. Experience gained through active participation in similar environments is essential.
Professional Rewrite:
Familiarity with ticketing systems, including NetSuite and comparable software platforms, is required.
We oversee and manage critical monitoring systems, including PRTG, NMS, Cacti, and SolarWinds, to ensure optimal performance and reliability of network infrastructure.
Proven expertise in effectively managing incidents and resolving technical issues through systematic troubleshooting.
Proven ability to communicate effectively and manage relationships with stakeholders is essential.
Capable of remaining composed and exercising prudent judgment in high-stakes situations while ensuring effective resolution of critical incidents.
Possesses exceptional analytical abilities and a proven track record in generating insightful reports.
Capable of performing efficiently amidst high-pressure, time-critical operational demands.
Demonstrates exceptional leadership skills and the ability to make well-informed, decisive choices.
Results-driven professional with a strong emphasis on client satisfaction and relationship development. Demonstrates exceptional interpersonal abilities and a commitment to fostering long-term partnerships.
Detail-oriented professionals who prioritize operational excellence are sought for this role.
Attributes
Client-focused professional with a strong aptitude for cultivating and nurturing enduring partnerships, demonstrating exceptional interpersonal skills and a commitment to delivering tailored solutions that align with client objectives.
Professional integrity, ethical conduct, and unwavering honesty are fundamental expectations for this role. These qualities serve as the foundation for maintaining trust, ensuring transparency, and upholding the highest standards of professional behavior in all responsibilities.
We seek dynamic, highly motivated, and adaptable professionals who thrive in fast-paced environments and embrace change with enthusiasm. The ideal candidate demonstrates unwavering dedication, a strong sense of purpose, and the ability to pivot seamlessly as priorities evolve. Flexibility and a proactive mindset are essential, as the role demands both resilience and a willingness to explore innovative solutions.
Excellence in personal performance, precision, and meticulous attention to detail are essential qualities for this role.
Collaborative professionals thrive by driving success through collective effort and strategic alliances.
Qualifications
BA/BSc/HND , Professional Certificate
Experience Required
5 years
