To secure a position as a [Job Title] leveraging [X years] of experience in [specific field/industry], with a proven track record in [key skill or responsibility]. Seeking to contribute expertise in [specific area] to drive [specific outcome, e.g., process improvements, team leadership, or project success] while fostering collaboration and innovation within a dynamic organization.
The incumbent will oversee and align the NOC shift team to provide continuous 24/7 operational support for network services, ensuring prompt incident resolution, efficient service restoration, and proactive monitoring. This position holds responsibility for sustaining service availability, fostering operational excellence, and elevating the customer experience, in addition to adhering to internal protocols, standard operating procedures, and service-level agreement obligations.
The Shift Team Leader serves as the primary operational authority throughout the shift, driving prompt decision-making, fostering seamless cross-functional collaboration among NMC, TAC, Engineering, and Service Management, and ensuring strict adherence to standard operating procedures.
Reporting to the NOC Manager, this role involves direct oversight and accountability for all operational activities within the Network Operations Center. The position requires close collaboration with the NOC Manager to ensure seamless execution of network monitoring, incident response, and system maintenance protocols. Additionally, the role entails providing detailed reports on network performance, escalating critical issues as necessary, and supporting the NOC Manager in strategic decision-making processes to enhance overall operational efficiency.
Oversee and execute a comprehensive range of duties and responsibilities, ensuring alignment with organizational objectives and operational standards. Facilitate critical processes, manage key initiatives, and maintain high levels of efficiency and accuracy in all assigned tasks. Collaborate closely with cross-functional teams to drive performance, optimize workflows, and achieve measurable results. Uphold compliance with established policies, regulations, and best practices while fostering a culture of accountability and continuous improvement. Provide strategic support to leadership, contributing to decision-making and long-term planning efforts. Demonstrate strong leadership, adaptability, and a commitment to delivering exceptional outcomes in a dynamic work environment.
Lead and oversee the NOC shift team to ensure seamless operations, strict compliance with standard operating procedures, and successful attainment of service level agreements and key performance indicators.
Serve as the operational lead and incident commander throughout your shift, providing structured response, sound decision-making, and effective coordination during major incidents.
When necessary, serve as the alternate to the NOC Manager, exercising leadership oversight and making operational decisions.
Oversee the allocation and prioritization of tasks while ensuring immediate execution of shift activities within a dynamic operational setting.
Oversee the full incident management lifecycle—spanning detection, escalation, troubleshooting, and resolution—ensuring all actions are completed within the predefined timelines.
Act as the main 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 within NetSuite must be consistently upheld, ensuring stringent adherence to data integrity standards.
Proactively monitor network operations and promptly address alarms, events, and performance issues as they arise.
Handle supplier and vendor escalations to ensure timely incident resolution and efficient service restoration.
Lead the effort to pinpoint underlying causes and facilitate the development and verification of Reason for Outage (RIO) reports as well as service improvement initiatives.
Serve as the primary client-facing escalation contact, facilitating transparent, prompt, and professional communication throughout incident resolution processes.
Partner with Service Managers and other key internal stakeholders to ensure consistently high customer satisfaction and seamless service delivery.
Oversee the transition of shifts and ensure the accuracy of daily, weekly, monthly, and ad hoc operational reporting.
Analyze existing processes to uncover operational deficiencies, vulnerabilities, and inefficiencies, and initiate or elevate corrective measures as warranted.
You will actively drive ongoing enhancements by refining standard operating procedures (SOPs), engaging in root cause analyses (RCS), and implementing industry-leading operational best practices to elevate overall performance.
Collaborate with Technical Assistance Center (TAC), Network Management Center (NMC), Engineering, and Field teams to address intricate challenges and facilitate scheduled maintenance operations.
Provide field support as needed, performing troubleshooting, testing, and validating services to ensure operational excellence.
Minimum qualifications encompass a bachelor’s degree in a relevant discipline, such as education, English, or communications, alongside a minimum of three years of hands-on teaching experience. Strong proficiency in classroom management and student engagement is essential, along with the ability to adapt instructional strategies to diverse learning needs. Excellent verbal and written communication skills are required to effectively collaborate with colleagues, parents, and administrators. Familiarity with curriculum development and assessment tools is preferred, as is a commitment to fostering an inclusive and supportive learning environment.
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 candidates.
Demonstrated flexibility to adhere to a rotating 24/7 shift schedule encompassing overnight hours, weekends, and public holidays is essential.
We are seeking a candidate with a proven track record and the necessary expertise to excel in this role. The ideal applicant will possess comprehensive experience in the specified field, along with a robust set of technical and interpersonal skills. Proficiency in relevant tools, methodologies, and best practices is essential, as is the ability to adapt to evolving industry demands. Strong problem-solving capabilities, attention to detail, and effective communication skills are also required to ensure successful project execution and team collaboration. Prior hands-on experience in similar positions is highly desirable, as it demonstrates the capacity to deliver measurable results.
With a minimum of five years of hands-on experience in telecommunications or a Network Operations Center (NOC) environment, you will bring a strong foundation of technical expertise to this role.
Experienced in leading teams in a continuous, round-the-clock operational setting.
Experienced in technology platforms spanning transport networks—including SDH, DWDM, and OTN—and data/IP networks, with expertise in BGP, Ethernet, and IP/MPLS technologies.
Hands-on experience in the following areas is required:
Ticketing tools, including NetSuite or comparable systems, are utilized to facilitate and streamline ticket management processes, ensuring efficient handling of customer inquiries, service requests, and issue resolutions.
Monitoring systems such as PRTG, NMS, Cacti, and SolarWinds are utilized to oversee network infrastructure, ensuring optimal performance, identifying potential issues, and maintaining uptime.
Proven expertise in incident management and advanced troubleshooting capabilities is required.
Demonstrated proficiency in conveying ideas clearly and fostering productive relationships with key stakeholders is essential. The ability to manage diverse interests and align expectations across various groups is required to ensure seamless collaboration and project success.
Demonstrates strong composure and judgment to perform effectively amidst high-pressure situations and critical incidents.
Possesses robust analytical capabilities and excels in data interpretation, coupled with a proven aptitude for generating comprehensive and insightful reports. Demonstrates exceptional proficiency in identifying trends, synthesizing complex information, and communicating findings effectively to stakeholders at all levels.
Proven capability to thrive in fast-paced, time-sensitive operational settings where quick decision-making and adaptability are essential.
Exhibits confident leadership with a proven ability to make well-informed, strategic decisions.
Customer-oriented, possessing strong interpersonal abilities and adept at fostering and maintaining productive professional relationships.
Detail-oriented and committed to achieving operational excellence, ensuring all processes are executed with precision and efficiency.
Attributes
Results-driven professional skilled in cultivating strong client relationships, demonstrating an unwavering commitment to client satisfaction and seamless communication. Adept at bridging gaps between teams and stakeholders to ensure alignment, trust, and long-term collaboration.
Integrity, honesty, and unwavering ethical standards are fundamental to our core values. We seek individuals who uphold these principles in every aspect of their professional conduct, ensuring transparency, accountability, and trustworthiness in all interactions. Candidates must demonstrate a steadfast commitment to ethical decision-making, aligning their actions with organizational values and industry regulations. These qualities are essential for fostering a culture of integrity within our team and maintaining the highest standards of professionalism.
Boundless passion, adaptability, and enthusiasm are essential qualities for this role. The ideal candidate must demonstrate exceptional flexibility in adapting to evolving priorities and dynamic work environments. Strong commitment to continuous learning and personal growth is required to thrive in this position.
Striving for exceptional quality, precision, and meticulousness in all tasks is essential.
Dedicated to working collaboratively, success is driven by effective teamwork and strong partnerships.
Qualifications
BA/BSc/HND , Professional Certificate
Experience Required
5 years
