Seeking an experienced professional to fill the role of a [Job Title] within our organization. The ideal candidate will possess a minimum of [X] years of expertise in [specific field or industry], along with proficiency in [key skills or tools required]. Responsibilities include overseeing [key task or project], analyzing [specific data or processes], and collaborating with cross-functional teams to drive [specific outcome or goal]. Strong communication and organizational skills are essential, as the position requires effective interaction with stakeholders at all levels. Additionally, the candidate must demonstrate a track record of [specific achievement or quality], such as [example metric or accomplishment]. The role demands adaptability, problem-solving abilities, and a commitment to continuous improvement in a dynamic work environment.
To spearhead and oversee the NOC shift team’s efforts in providing round-the-clock operational support for network services, this position focuses on delivering robust incident management, timely service restoration, and continuous proactive monitoring. The role holds responsibility for safeguarding service availability, reinforcing operational excellence, and elevating the customer experience, 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 the shift,’ responsible for prompt decision-making, seamless cross-functional collaboration (including NMC, TAC, Engineering, and Service Management), and the uniform adherence to standard operating procedures.
Reporting to the Network Operations Center Manager, this role involves overseeing operational activities and ensuring alignment with organizational objectives. The position requires direct collaboration with the NOC leadership team to implement best practices, monitor system performance, and address escalated incidents. Key responsibilities include tracking key performance indicators, fostering team development, and maintaining high service standards across network infrastructure. Strong leadership, technical proficiency, and a commitment to operational excellence are essential qualifications for success in this position.
Oversee and execute a range of essential duties and responsibilities to drive operational efficiency and organizational success. Serve as a key contributor to strategic initiatives, ensuring alignment with company objectives and fostering a collaborative work environment. Manage critical projects from inception to completion, maintaining high standards of quality and timeliness. Lead cross-functional teams with clear communication and accountability, optimizing resource allocation and performance outcomes. Develop and implement policies, procedures, and best practices to enhance productivity and compliance. Monitor progress through performance metrics, providing data-driven insights to support informed decision-making. Address challenges proactively, mitigating risks and implementing corrective actions where necessary. Uphold professional standards, fostering a culture of continuous improvement and innovation across all responsibilities.
Lead, manage, and guide the NOC shift team to maintain optimal operational efficiency, strict compliance with SOPs, and consistent fulfillment of SLAs and KPIs.
Serve as the primary operational lead and incident commander throughout the shift, overseeing a systematic and coordinated response while ensuring decisive action and robust coordination during significant incidents.
When necessary, serve as the acting NOC Manager, assuming leadership responsibilities and making critical operational decisions.
Oversee the allocation of tasks, prioritization of activities, and real-time management of shift operations within a high-pressure operational setting.
Oversee the entire incident management lifecycle, from initial detection to final resolution, while ensuring adherence to established timeframes for escalation and troubleshooting.
Act as the main escalation resource for critical and high-impact incidents, prioritizing rapid resolution to minimize service disruption.
Accurate logging, prompt updates, and appropriate resolution of every incident and service request in NetSuite must be consistently upheld, with an unwavering commitment to maintaining robust data integrity standards.
Provide ongoing supervision of network operations to maintain vigilant oversight, promptly addressing any alarms, events, or performance degradation as they arise.
Oversee escalation procedures involving suppliers and vendors to facilitate efficient resolution of incidents and timely restoration of services.
Analyze incidents thoroughly to determine their fundamental causes and assist in compiling and verifying Reason for Outage (RIO) reports, as well as implementing measures to enhance service reliability.
Serve as the primary escalation contact for clients, facilitating transparent, prompt, and courteous communication throughout incident resolution.
Work in partnership with Service Managers and other internal stakeholders to ensure consistently high levels of customer satisfaction and service delivery.
Oversee the transition between shifts and confirm the accuracy of daily, weekly, monthly, and as-needed operational reports.
Identify operational gaps, risks, and inefficiencies while ensuring appropriate escalation or implementation of corrective measures.
Enhance operational excellence by actively driving continuous improvement initiatives, including the refinement of Standard Operating Procedures (SOPs), engagement in Root Cause Analyses (RCS), and the implementation of industry-leading best practices to optimize performance and efficiency.
Collaborate with Technical Assistance Center, Network Management Center, Engineering, and Field teams to address intricate challenges and facilitate planned maintenance initiatives.
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 or an equivalent combination of education and experience. Candidates must possess at least three years of professional experience in a related industry, along with strong analytical and problem-solving skills. Proficiency in industry-standard software and tools is required, along with excellent communication and teamwork abilities. Familiarity with project management methodologies is preferred.
A bachelor’s degree in Engineering, Information Technology, or a closely related discipline is required.
Professional certifications like CCNA, INDIA/NCIS, ITIL, or MEF are considered advantageous for this role.
Demonstrates flexibility to adhere to a rotating 24-hour shift schedule, encompassing overnight, weekend, and holiday assignments as required.
Seeking a candidate with a proven track record in the relevant field, complemented by a robust skill set that aligns with the demands of the position. The ideal applicant will possess hands-on experience in key responsibilities, ensuring seamless execution of tasks. Essential competencies include strong analytical abilities, effective communication, and proficiency in industry-specific tools and methodologies. Additionally, familiarity with emerging trends and best practices within the sector is highly valued.
Possesses a minimum of five years of hands-on experience within a telecommunication or Network Operations Center (NOC) setting.
Demonstrated success in leading teams within a continuous, round-the-clock operational setting.
Proficient 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 performing tasks directly related to the role, including practical application of relevant tools, technologies, or methodologies.
Ticketing tools, including platforms like NetSuite or comparable systems, play a pivotal role in managing and resolving customer inquiries efficiently. These systems streamline workflows by automating ticket creation, categorization, and prioritization, ensuring timely responses and improved resolution rates. Proficiency with such tools is essential for maintaining organized communication channels, tracking issue statuses, and enhancing overall service delivery. Candidates should possess hands-on experience with ticketing software to support seamless operations and uphold customer satisfaction.
Monitoring systems such as PRTG, NMS, Cacti, and SolarWinds are utilized to oversee network infrastructure, track performance metrics, and ensure system reliability. These platforms enable real-time visibility into network traffic, device statuses, and potential issues, facilitating proactive troubleshooting and maintenance. Proficient knowledge of these tools is essential for effective monitoring, alerting, and reporting within IT environments.
Proven ability to manage incidents effectively and resolve technical issues through systematic troubleshooting remains essential.
Skilled in fostering strong relationships with stakeholders and conveying information with clarity and professionalism.
Capable of maintaining composure and exercising sound judgment in high-pressure situations during critical incidents.
Proven expertise in data analysis and the preparation of comprehensive reports is required.
Proficient in thriving within dynamic, time-sensitive operational settings that demand rapid decision-making and adaptability under pressure.
Exudes strong leadership and demonstrates exceptional decision-making proficiency.
A highly motivated professional with a strong dedication to customer satisfaction and exceptional abilities in managing client relationships.
Detail-oriented professional committed to achieving operational excellence through meticulous attention to detail and a dedication to continuous improvement.
Attributes
Client-focused professional with a strong aptitude for fostering and sustaining meaningful professional relationships.
Integrity, honesty, and unwavering ethical standards are fundamental to this role. Candidates must demonstrate a commitment to transparency, accountability, and principled decision-making in all professional interactions. The position demands adherence to moral and ethical guidelines, ensuring trustworthiness and consistency in actions and communications.
Boundless enthusiasm, unwavering dedication, and remarkable adaptability define this dynamic role. We seek a professional who thrives in fast-paced environments and embraces change with confidence and resilience.
Excellence in personal conduct, precision, and meticulous attention to detail are essential qualities for this role.
Collaborative professionals excel by leveraging teamwork and strategic partnerships to drive impactful results.
Qualifications
BA/BSc/HND , Professional Certificate
Experience Required
5 years
