To pursue a position that enables me to leverage my expertise, contribute meaningfully to organizational goals, and foster professional growth within a dynamic and collaborative environment.
This role oversees and directs the NOC shift team to provide round-the-clock operational support for network services, ensuring efficient incident resolution, timely service restoration, and continuous proactive monitoring. The position is responsible for upholding service availability, fostering operational excellence, and improving customer satisfaction, all while adhering to internal protocols, 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, facilitating seamless cross-functional collaboration among NMC, TAC, Engineering, and Service Management, and ensuring the consistent application of standard operating procedures.
The position reports directly to the NOC Manager, ensuring seamless communication and alignment with operational objectives. This role involves close collaboration with the NOC Manager to uphold network integrity, monitor system performance, and address escalated incidents. Key responsibilities include providing real-time support, overseeing incident resolution, and contributing to continuous improvement initiatives under the NOC Manager’s guidance.
Oversee and execute a range of critical duties and responsibilities essential to the role, including strategic planning, operational oversight, and performance management, while ensuring alignment with organizational objectives. Collaborate closely with cross-functional teams to drive project execution, monitor progress, and address any deviations from established benchmarks. Actively contribute to policy development, process optimization, and continuous improvement initiatives to enhance efficiency and effectiveness. Maintain rigorous adherence to compliance standards, risk management protocols, and regulatory requirements to safeguard organizational integrity. Foster a culture of accountability, innovation, and excellence by mentoring team members, delegating tasks effectively, and promoting professional growth opportunities.
Lead, oversee, and manage the NOC shift team to maintain seamless operations, enforce compliance with standard operating procedures, and meet service level agreements and key performance indicators.
Serve as the operational lead and incident commander throughout each shift, facilitating a systematic response, informed decision-making, and seamless coordination when handling significant incidents.
When the NOC Manager is unavailable, you will assume their responsibilities, offering leadership guidance and making operational decisions as needed.
Oversee the allocation of tasks, set priorities, and ensure the timely and efficient completion of shift activities within a dynamic operational setting.
Guide the entire incident management process from initial detection to final resolution, including escalation, troubleshooting, and problem mitigation, ensuring adherence to established timeframes.
Act as the key escalation contact for critical and major incidents, guaranteeing prompt resolution with minimal disruption to services.
Ensure meticulous documentation, prompt updates, and appropriate resolution of all incidents and service requests within NetSuite, upholding stringent data integrity standards.
Provide vigilant oversight of proactive network monitoring initiatives while guaranteeing prompt responses to critical alarms, system events, and performance degradation issues.
Oversee supplier and vendor escalations to facilitate timely incident resolution and service restoration, ensuring minimal disruption to operations.
Conduct in-depth root cause analysis and facilitate the development, compilation, and verification of Reason for Outage (RIO) reports, in addition to driving service improvement initiatives.
Serve as the primary client interface for incident escalation, maintaining transparent, prompt, and courteous communication throughout resolution processes.
Work collaboratively with Service Managers and other internal stakeholders to uphold exceptional standards of customer satisfaction and service delivery.
Oversee the transition of responsibilities between shifts and ensure the accuracy of operational reports, whether daily, weekly, monthly, or as needed.
Analyze processes to uncover operational gaps, risks, and inefficiencies, then initiate or escalate corrective measures where necessary.
Enhance operational excellence by actively participating in the refinement of standard operating procedures (SOPs), conducting root cause analyses (RCS), and implementing industry-leading best practices to drive ongoing process improvements.
Collaborate closely with the Technical Assistance Center, Network Management Center, Engineering, and Field teams to address intricate challenges and facilitate scheduled maintenance operations.
Provide on-site assistance to field operations as needed, performing tasks such as diagnosing issues, conducting tests, and validating services to ensure operational efficiency and reliability.
Minimum educational requirement for this role includes 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 comparable position, along with demonstrated proficiency in industry-standard software and tools. Strong analytical, problem-solving, and communication skills are essential, as the position requires collaboration with cross-functional teams and stakeholders. Additionally, prior experience in project management or relevant certifications may be advantageous.
A bachelor’s degree in Engineering, Information Technology, or a closely aligned discipline is required.
Professional certifications such as CCNA, INDIA/NCIS, ITIL, or MEF are advantageous.
Demonstrated flexibility to participate in a rotating shift schedule encompassing all hours of the day, including overnight, weekend, and holiday assignments.
A proven track record in a relevant field and a strong skill set are essential for this role. Candidates should possess specific technical proficiencies or industry expertise, depending on the position’s requirements. Additionally, familiarity with pertinent tools, software, or methodologies is highly valued. Strong problem-solving abilities and the capacity to work independently or collaboratively are also necessary. Effective communication skills, both written and verbal, are critical for success in this position.
Requires a minimum of five years of hands-on experience in a telecommunication or Network Operations Center (NOC) setting.
With a demonstrated track record of leading teams in a continuous, round-the-clock operational setting, you bring valuable hands-on experience to this role.
Proficient in utilizing a wide range of technology platforms, including transport networks such as SDH, DWDM, and OTN, as well as data/IP networks like BGP, Ethernet, and IP/MPLS.
Hands-on experience in the following areas is essential:
Ticketing tools, including platforms like NetSuite or comparable systems, enable efficient management of customer inquiries and service requests. These solutions streamline workflows, automate ticket routing, and provide real-time tracking of issue resolution progress. Proficiency in such systems is essential for ensuring timely responses and maintaining high levels of customer satisfaction.
Monitoring systems such as PRTG, NMS, Cacti, and SolarWinds are utilized to track and manage network performance, device uptime, and system health. These platforms provide real-time insights into bandwidth usage, server status, and potential issues, enabling proactive troubleshooting and minimizing downtime. Familiarity with their configurations and reporting capabilities is essential for maintaining a robust IT infrastructure.
Proven expertise in resolving incidents and diagnosing technical issues efficiently is required.
Proven ability to communicate effectively and foster strong relationships with stakeholders is essential.
Demonstrates strong composure and judgment when handling high-pressure situations and urgent operational challenges.
Proven ability to interpret complex data, derive actionable insights, and communicate findings effectively through clear, concise reports and presentations. Demonstrated expertise in identifying trends, patterns, and anomalies, along with a keen eye for detail to ensure accuracy in all deliverables.
Demonstrated capability to perform with efficiency and resilience in a fast-paced, time-sensitive operational setting.
Demonstrates exceptional leadership presence and makes well-informed, decisive choices with confidence and clarity.
Customer-focused professional with a proven ability to build and maintain strong client relationships, demonstrating exceptional communication and interpersonal skills throughout all engagements.
Detail-oriented professional with a keen emphasis on operational excellence.
Attributes
Highly adept at cultivating and sustaining strong client relationships, with a strong emphasis on client needs and satisfaction.
Professional Rewriting:
Upholding unwavering integrity, demonstrating honesty, and maintaining the highest ethical standards are fundamental expectations for this role. Consistency in ethical behavior and transparent communication are integral to all responsibilities and interactions.
Boundless enthusiasm, a strong passion for the role, and adaptability are essential qualities for this position.
Excellence in performance, meticulous accuracy, and a keen eye for detail are essential attributes for this role.
Collaborative professionals thrive by leveraging teamwork and strategic partnerships to deliver outstanding outcomes.
Qualifications
BA/BSc/HND , Professional Certificate
Experience Required
5 years
