Seeking a highly motivated professional to fill this critical role, with a primary focus on achieving specific organizational objectives. The ideal candidate will possess a robust background in relevant fields, supported by demonstrated expertise and proven accomplishments. Responsibilities will include executing key tasks, collaborating effectively across teams, and driving results that align with strategic goals. Requirements entail a minimum of [X] years of experience, proficiency in [specific skills/tools], and strong analytical and communication abilities. The position demands adaptability, problem-solving acumen, and a commitment to continuous improvement in a dynamic work environment.
This position involves overseeing and managing the NOC shift team to ensure seamless 24/7 operational support for network services, with a focus on efficient incident resolution, timely service restoration, and proactive monitoring. The role is responsible for upholding service availability standards, enforcing operational best practices, and elevating the customer experience, all while adhering to internal protocols, SOPs, and SLA requirements.
The Shift Team Leader serves as the ‘primary operational authority throughout each shift’, responsible for making timely decisions, fostering effective cross-functional collaboration among NMC, TAC, Engineering, and Service Management, and ensuring the consistent application of standard operating procedures.
Reporting directly to the NOC Manager, this role involves overseeing network operations and ensuring seamless system performance. The position requires close collaboration with the NOC team to monitor network infrastructure, troubleshoot issues, and implement solutions. Key responsibilities include maintaining uptime, analyzing performance metrics, and escalating critical incidents as needed. Additionally, the role demands adherence to established protocols and proactive communication with stakeholders to resolve operational challenges efficiently.
Oversee and execute a range of critical duties and responsibilities central to the role, ensuring alignment with organizational objectives and operational standards. Lead key initiatives while maintaining a focus on efficiency, accuracy, and adherence to established protocols. Collaborate with cross-functional teams to drive project milestones, troubleshoot challenges, and foster a culture of continuous improvement. Manage day-to-day operations with attention to detail, while supporting strategic decision-making through data-driven insights and performance metrics. Ensure compliance with industry regulations, company policies, and best practices to uphold organizational integrity and accountability.
Lead, guide, and manage the NOC shift team to maintain seamless operations, enforce compliance with standard operating procedures, and consistently meet service level agreements and key performance indicators.
Serve as the primary operational lead and incident commander throughout each shift, overseeing the implementation of a structured response, facilitating sound decision-making processes, and ensuring seamless coordination during critical incidents.
When necessary, assume the responsibilities of the NOC Manager, offering leadership oversight and making operational decisions.
Oversee the allocation of tasks, the setting of priorities, and the immediate implementation of shift activities within a dynamic operational setting.
Lead comprehensive incident management initiatives, overseeing the entire lifecycle from initial detection and rapid escalation through systematic troubleshooting to final resolution, ensuring adherence to predefined timelines.
Act as the chief escalation resource for critical and major incidents, guaranteeing prompt resolution and reduced service disruption
Accurate logging, prompt updates, and appropriate closure of all incidents and service requests in NetSuite must be consistently maintained to uphold stringent data integrity standards.
Proactively manage network monitoring initiatives while ensuring prompt responses to alarms, events, and any performance degradation.
Oversee interactions with suppliers and vendors to facilitate prompt resolution of escalations and restoration of services.
Conduct in-depth analyses to determine the underlying causes of outages and facilitate the development, documentation, and verification of thorough Reason for Outage (RIO) reports alongside actionable service improvement initiatives.
Serve as the primary client liaison for incident escalation, maintaining transparent, prompt, and professional correspondence throughout crisis situations.
Work collaboratively with Service Managers and other internal stakeholders to uphold exceptional levels of customer satisfaction and service delivery.
Oversee the transmission of shift responsibilities and ensure the accuracy of daily, weekly, monthly, and unscheduled operational reports.
Analyze current operations to uncover gaps, risks, and inefficiencies, then implement or prioritize corrective measures as warranted.
Enhance standard operating procedures (SOPs) as part of ongoing improvement initiatives, engage in root cause analyses (RCS) to identify underlying issues, and implement operational best practices to drive efficiency and effectiveness.
Collaborate effectively with Technical Assistance Centers, Network Management Centers, Engineering teams, and Field personnel to diagnose and resolve intricate technical challenges while providing robust support for scheduled maintenance operations.
Provide support to field operations as needed, which involves troubleshooting issues, conducting tests, and validating services to ensure seamless functionality.
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, with a proven track record of success in similar roles. Strong analytical, communication, and leadership abilities are essential, along with proficiency in industry-standard software and tools. Familiarity with regulatory compliance and best practices is required, and the ability to work collaboratively in a fast-paced environment is necessary. Additional qualifications may include certifications or specialized training that enhance job performance.
A bachelor’s degree in Engineering, Information Technology, or a closely related discipline is required.
Preferred credentials include industry-recognized professional certifications like CCNA, INDIA/NCIS, ITIL, or MEF.
Demonstrates flexibility to accommodate a rotating 24-hour shift schedule, encompassing overnight assignments, weekend obligations, and public holiday coverage.
Seeking a candidate with a proven track record and relevant expertise in the field. The ideal applicant will possess a strong background in key technical and functional areas, along with the ability to apply specialized knowledge effectively. Proficiency in industry-standard tools, methodologies, and best practices is essential, as is the capacity to adapt to evolving challenges and deliver measurable results. Strong analytical, problem-solving, and communication skills are required to collaborate with teams and drive project success.
Skilled professionals with over half a decade of hands-on experience in telecommunications or Network Operations Center (NOC) environments are encouraged to apply.
Experienced professionals with a track record of leading teams in continuous, round-the-clock operational settings are sought.
Proficiency in technology platforms spanning transport networks—including SDH, DWDM, and OTN—as well as data/IP networks such as BGP, Ethernet, and IP/MPLS is essential.
Hands-on expertise in the following areas is essential: proficiency with [specific tools, technologies, or methodologies relevant to the role], demonstrated ability to [perform key tasks or operations], and a track record of successfully [achieving specific outcomes or resolving challenges]. Familiarity with [related systems, processes, or industry standards] is also required, along with the capacity to apply theoretical knowledge in practical scenarios. Strong problem-solving skills and adaptability in dynamic environments are expected, supported by a commitment to continuous learning and process improvement.
Ticketing tools, including platforms like NetSuite and its equivalents, serve as critical systems for managing customer inquiries, tracking support cases, and streamlining resolution workflows. These solutions enable organizations to centralize ticket creation, categorization, and prioritization while ensuring efficient assignment to appropriate teams or agents. By facilitating seamless communication between customers and support personnel, they enhance transparency, accountability, and overall service quality. Additionally, they often integrate with other business systems to provide data-driven insights and improve operational efficiency.
Monitor responsibilities include overseeing systems such as PRTG, NMS, Cacti, and SolarWinds to ensure continuous operational performance and reliability.
Proven expertise in resolving incidents and diagnosing technical issues effectively is essential.
Proven ability to communicate effectively and manage relationships with stakeholders at all levels. Strong interpersonal skills coupled with the capacity to build and maintain productive partnerships. Demonstrates clarity in conveying complex information and resolving conflicts diplomatically.
Proven capability to perform effectively in high-pressure environments while exercising sound judgment during critical incidents.
Demonstrates exceptional proficiency in analyzing data and producing comprehensive reports.
Proven capability to thrive in fast-paced, time-sensitive operational settings with composure and efficiency.
Exhibits strong leadership presence alongside the ability to make informed and effective decisions.
Demonstrates a strong commitment to client satisfaction and excels in building and maintaining professional relationships.
Detail-oriented, demonstrating an unwavering commitment to operational excellence.
Attributes
Client-focused professional with a strong aptitude for cultivating and sustaining meaningful business relationships, dedicated to delivering exceptional service and fostering long-term partnerships with clients.
Integrity, honesty, and unwavering ethical standards are essential qualities for this position, ensuring adherence to principles of transparency, accountability, and professionalism in all aspects of the role.
We seek individuals who embody boundless enthusiasm, a deep-seated passion for their work, and the adaptability to thrive in dynamic environments.
Personal excellence, precision, and meticulous attention to detail are essential qualities for this role. Accuracy in all tasks is paramount, ensuring no oversight or error goes unnoticed. A steadfast commitment to maintaining high standards and delivering flawless results is required, as even minor discrepancies can have significant consequences. The ideal candidate will demonstrate an unwavering dedication to these principles, consistently applying them to their work.
Teamwork and strategic partnerships are essential for achieving successful outcomes, fostering a collaborative environment where collective effort drives results.
Qualifications
BA/BSc/HND , Professional Certificate
Experience Required
5 years
