Seeking a motivated professional to fill this critical role, the ideal candidate will demonstrate a strong commitment to achieving organizational goals. The position requires extensive experience in [specific field or industry], along with proven expertise in [key skill or responsibility]. Key responsibilities include [list key duties], ensuring seamless execution of [specific processes or tasks]. The successful applicant must possess exceptional [soft skills, e.g., communication, leadership] and technical proficiency in [required tools or software]. Additionally, the role demands the ability to [specific requirement, e.g., multitask under pressure, adapt to evolving priorities], with a focus on delivering measurable results and fostering collaborative teamwork. A minimum of [X years] of relevant experience is mandatory, along with [specific education or certification, if applicable].
Leading and coordinating the NOC shift team, this role delivers round-the-clock operational support for network services, focusing on efficient incident management, prompt service restoration, and proactive monitoring. Responsible for upholding service availability, reinforcing operational discipline, and elevating the customer experience, the position also ensures adherence to 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 making timely decisions, fostering seamless cross-functional collaboration among NMC, TAC, Engineering, and Service Management teams, and ensuring adherence to standard operating procedures.
Reporting directly to the NOC Manager, this role involves overseeing network operations center activities and ensuring optimal system performance. The position requires close collaboration with the NOC team to monitor, maintain, and troubleshoot network infrastructure, while also adhering to established protocols and SLAs. Key responsibilities include tracking system alerts, coordinating incident response, and providing regular performance reports to senior management. The ideal candidate will possess strong leadership skills, technical expertise in network monitoring, and a proactive approach to problem-solving.
Oversee and execute a comprehensive range of duties and responsibilities to ensure operational excellence and strategic alignment. Serve as the primary point of accountability for assigned tasks, delivering high-quality outcomes while adhering to established policies, procedures, and performance standards. Collaborate with cross-functional teams to drive efficiency, resolve complex issues, and foster innovation within the organization. Monitor progress against key performance indicators, proactively identify risks, and implement corrective actions to maintain productivity and meet organizational objectives. Maintain meticulous documentation, uphold compliance with regulatory requirements, and contribute to continuous improvement initiatives. Demonstrate leadership by mentoring team members, delegating responsibilities effectively, and cultivating a culture of accountability and continuous learning.
Lead, direct, and manage the NOC shift team to ensure seamless operations, strict compliance with SOPs, and consistent attainment of SLAs and KPIs.
Serve as the primary operational leader and incident commander throughout the shift, overseeing a systematic and decisive response while facilitating seamless coordination during critical incidents.
When the NOC Manager is unavailable, you will assume the position with responsibility for supervising operations and making key operational decisions.
Oversee the allocation of tasks, the prioritization of assignments, and the immediate implementation of shift activities within a high-velocity operational setting.
Direct responsibility for overseeing the complete incident management lifecycle, from initial detection through escalation, rigorous troubleshooting, and final resolution, ensuring adherence to pre-established timelines.
Act as the main escalation contact for critical and significant incidents, prioritizing swift resolution to minimize service disruption and restore operations promptly.
Ensure meticulous logging, prompt updates, and appropriate closure of every incident and service request within NetSuite, upholding stringent data integrity standards.
Responsibilities include managing proactive network monitoring initiatives and guaranteeing prompt responses to alarms, events, and performance degradation issues to maintain optimal system functionality.
Proactively oversee escalations involving suppliers and vendors to facilitate efficient incident resolution and timely service restoration.
Perform in-depth root cause analysis and facilitate the development, review, and verification of Reason for Outage (RIO) reports, as well as contribute to the formulation of service improvement initiatives.
Serve as the primary liaison for clients during critical situations, providing transparent and prompt communication while maintaining the highest standards of professionalism.
Partner with Service Managers and key internal stakeholders to uphold exceptional standards of customer satisfaction and service delivery.
Conduct shift transitions efficiently and ensure the accuracy of all operational reports, including daily, weekly, monthly, and unscheduled analyses.
Analyze operational processes to pinpoint gaps, risks, and inefficiencies, then initiate or escalate corrective measures as warranted.
Drive continuous improvement initiatives by enhancing standard operating procedures, actively engaging in root cause analyses, and implementing industry-leading operational best practices to elevate overall performance and efficiency.
Collaborate with the Technical Assistance Center, Network Management Center, Engineering, and Field teams to address intricate challenges and facilitate scheduled maintenance operations.
Provide support to field operations as needed, encompassing tasks such as troubleshooting, testing, and service validation to ensure optimal performance and reliability.
Minimum education and experience prerequisites include a bachelor’s degree in a relevant field, such as engineering, computer science, or business administration, or an equivalent combination of education and professional experience. Candidates must possess at least three years of hands-on experience in project management, software development, or a closely related discipline. Proficiency in industry-standard tools and methodologies, such as Agile, Scrum, or PMP certification, is highly preferred. Strong analytical, problem-solving, and communication skills are essential, along with the ability to collaborate effectively in cross-functional teams. Familiarity with data analysis, SQL, or programming languages like Python or Java is advantageous.
A bachelor’s degree in Engineering, Information Technology, or a closely related discipline is required.
Professionally recognized certifications such as CCNA, INDIA/NCIS, ITIL, or MEF are considered advantageous.
Demonstrated flexibility to perform duties across a 24-hour schedule, accommodating rotating shifts that may include overnight, weekend, and public holiday assignments.
Seeking a candidate with a proven track record in the field and a strong set of relevant competencies. The ideal applicant will bring extensive hands-on experience, complemented by a diverse skill set tailored to the role’s demands. Proficiency in key areas, along with the ability to apply knowledge effectively, is essential for success in this position.
With a minimum of five years of hands-on experience in a telecommunication or Network Operations Center (NOC) setting, candidates should possess a proven track record in the field.
Demonstrates a successful track record in leading teams within round-the-clock operational settings.
Proficiency in diverse technology platforms is required, including transport networks such as SDH, DWDM, and OTN, as well as data/IP networks encompassing BGP, Ethernet, and IP/MPLS.
Hands-on expertise in the following areas is essential:
Ticketing tools, including platforms like NetSuite or comparable systems, are utilized to efficiently manage and resolve customer inquiries, ensuring seamless service delivery. These solutions enable the tracking, prioritization, and documentation of support tickets, facilitating prompt response times and consistent issue resolution. Proficiency in such tools is essential for maintaining high levels of customer satisfaction and operational efficiency within the support team.
Monitoring tools such as PRTG, NMS, Cacti, and SolarWinds are utilized to oversee network infrastructure, ensuring optimal performance, identifying potential issues, and maintaining system reliability through real-time data collection and analysis.
Skilled in managing incidents and resolving technical issues with precision and efficiency.
Accomplished in fostering clear, concise communication and adept at cultivating strong, collaborative relationships with stakeholders at all levels.
Capable of performing effectively in high-pressure situations while exercising sound judgment to resolve critical incidents.
Demonstrates exceptional proficiency in data analysis and the ability to produce clear, insightful reports.
Proven capability to thrive amidst the demands of a fast-paced, real-time operational setting is essential.
Exhibits exceptional leadership qualities and demonstrates a strong aptitude for making well-informed, decisive choices.
Highly skilled in fostering strong client connections, with a keen ability to manage relationships effectively and ensure customer satisfaction remains a top priority.
Detail-oriented, demonstrating an unwavering commitment to operational excellence.
Attributes
Highly adept at cultivating strong client relationships, the ideal candidate will prioritize client satisfaction and engagement as core business objectives.
Integrity, unwavering honesty, and steadfast adherence to ethical principles are essential qualities for this role.
Boundless passion, unwavering enthusiasm, and remarkable adaptability characterize the ideal candidate for this dynamic role.
Personal excellence, precision, and meticulous attention to detail are essential qualities for this role.
Dedicated to fostering collaboration, we drive impactful outcomes by leveraging the collective strengths of teamwork and strategic partnerships.
Qualifications
BA/BSc/HND , Professional Certificate
Experience Required
5 years
