To secure a position that aligns with your professional skills and career aspirations, leveraging your expertise to contribute meaningfully to organizational goals while fostering personal growth and development.
The NOC shift team requires strong leadership to oversee 24/7 operational support for network services, with a focus on efficient incident resolution, service restoration, and continuous monitoring. This 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 agreements.
The Shift Team Leader serves as the key operational authority throughout each shift, facilitating prompt decision-making, seamless cross-functional collaboration (including NMC, TAC, Engineering, and Service Management), and the reliable implementation of standard operating procedures.
Revised:
The role reports directly to the NOC Manager, ensuring alignment with operational strategies and adherence to established protocols. This position requires close collaboration with the NOC leadership team to support network monitoring, incident response, and system reliability initiatives. Responsibilities include tracking performance metrics, escalating critical issues, and maintaining documentation in accordance with organizational standards. The incumbent will assist in refining processes to enhance efficiency and mitigate risks across the network infrastructure.
Oversee a comprehensive range of critical duties and responsibilities integral to the role, encompassing core tasks essential for operational success. Deliver consistent performance in executing assigned functions, ensuring alignment with organizational objectives and maintaining high standards of efficiency. Engage in proactive problem-solving and decision-making to address challenges and optimize workflows. Maintain meticulous attention to detail while adhering to established policies and procedures. Foster collaboration and communication across teams to facilitate seamless operations and achieve collective goals. Demonstrate adaptability and accountability in managing evolving priorities and demands within the position.
Guide the NOC shift team with strong leadership and supervision to maintain seamless operations, strictly follow standard operating procedures, and consistently meet service level agreements and key performance indicators.
Serve as the primary operational lead and incident commander throughout the shift, guaranteeing a systematic, well-informed response and seamless coordination during critical incidents.
When necessary, assume the NOC Manager’s responsibilities, offering strategic leadership and making critical operational decisions to ensure seamless network operations.
Oversee the strategic allocation of tasks, the prioritization of objectives, and the seamless real-time coordination of shift operations within a high-pressure operational setting.
Lead comprehensive incident management processes from initial detection through escalation, thorough troubleshooting, and final resolution, ensuring adherence to established timelines.
Act as the primary escalation contact for critical and major incidents, focusing on swift resolution and reducing service downtime to the fullest extent possible.
Accurate logging, prompt updates, and thorough closure of all incidents and service requests in NetSuite are essential to uphold stringent data integrity standards.
Ensure proactive network monitoring is conducted diligently while guaranteeing prompt responses to alarms, events, and any performance degradation that may arise.
Oversee supplier and vendor escalations to ensure prompt incident resolution and timely service restoration.
Root because analysis is conducted to determine underlying issues, and assistance is provided in compiling, reviewing, and verifying Reason for Outage (RIO) reports and service improvement initiatives.
Serve as the primary client-facing escalation resource, maintaining transparent, prompt, and professional communication throughout incident resolution.
Partner with Service Managers and other internal stakeholders to uphold exceptional customer satisfaction and ensure seamless service delivery.
Lead the transition of critical information between shifts and ensure the accuracy of daily, weekly, monthly, and ad hoc operational reports.
Proactively assess operational processes to detect gaps, risks, and inefficiencies, initiating or escalating corrective measures where necessary.
Enhance processes and drive ongoing improvement by actively participating in Root Cause Analyses (RCS), refining Standard Operating Procedures (SOPs), and implementing proven operational best practices.
Collaborate with the Technical Assistance Center (TAC), Network Management Center (NMC), Engineering, and Field teams to address intricate technical challenges and facilitate scheduled maintenance operations.
Provide on-site assistance to field operations as needed, encompassing problem resolution, equipment testing, and service verification.
A bachelor’s degree in a related field or an equivalent combination of education and experience is required. Candidates must possess at least three years of professional experience in a relevant discipline, with a proven track record of successfully managing projects or initiatives. Strong analytical, problem-solving, and communication skills are essential, along with proficiency in industry-standard software tools. Additionally, excellent organizational abilities and the capacity to work independently under minimal supervision are necessary. Familiarity with project management methodologies such as Agile or Waterfall is preferred but not mandatory.
A Bachelor’s degree in Engineering, Information Technology, or a closely related discipline is required.
Professional certifications in CCNA, INDIA/NCIS, ITIL, or MEF are highly regarded.
Demonstrates adaptability to a rotating shift schedule that operates around the clock, encompassing overnight, weekend, and holiday shifts.
Seeking candidates with a proven track record in the relevant field, demonstrated through hands-on experience and specialized skills. Applicants should possess a strong background in key competencies, including technical proficiencies, problem-solving abilities, and effective communication. The ideal candidate will have a minimum of [X] years of experience, along with certifications or training pertinent to the role. Additionally, familiarity with industry-standard tools, methodologies, and best practices is required to excel in this position.
With a minimum of five years of hands-on experience in the telecommunications sector or a Network Operations Center (NOC) setting, you bring proven expertise to this role.
Demonstrated leadership expertise in environments requiring continuous, round-the-clock operational oversight is essential.
Proficiency in diverse technological platforms, including transport networks such as SDH, DWDM, and OTN, as well as data/IP networks such as BGP, Ethernet, and IP/MPLS, is essential.
Hands-on proficiency in the following areas is essential:
Ticketing systems, including platforms like NetSuite or comparable solutions, are essential for managing customer inquiries, tracking issues, and facilitating efficient resolution processes. These tools streamline ticket management by automating workflows, centralizing communication, and providing real-time updates to ensure timely responses and improved service delivery. Organizations rely on such systems to maintain operational efficiency and enhance customer satisfaction through structured and organized support operations.
Monitoring systems like PRTG, NMS, Cacti, and SolarWinds are essential for ensuring optimal network performance, availability, and security. These platforms enable real-time tracking of system metrics, including bandwidth usage, server health, and device status, while also providing automated alerts for potential issues. Proficiency in configuring, maintaining, and troubleshooting these tools is critical for identifying and resolving performance bottlenecks, downtime risks, or security vulnerabilities. Experience with SNMP, WMI, or other monitoring protocols further enhances the ability to extract and analyze data effectively.
Demonstrates exceptional capabilities in resolving incidents and diagnosing issues efficiently.
Excellent communication and stakeholder management skills
Demonstrates resilience and composure when handling high-stakes situations, ensuring informed and effective decision-making during critical events.
Possesses exceptional proficiency in analyzing data and generating comprehensive reports to inform strategic decisions. Demonstrates a keen ability to interpret complex information and convey insights effectively through structured reporting mechanisms.
Proficient in functioning optimally within fast-paced, time-sensitive operational settings.
Seasoned leadership skills and the capacity to make well-informed decisions effectively are essential.
A highly customer-centric professional with strong relationship-building capabilities.
Detail-oriented professional with a keen emphasis on operational excellence, committed to maintaining high standards of accuracy and efficiency in all tasks.
Attributes
Dedicated to fostering strong client connections, we seek an individual who excels in building and maintaining professional relationships with a client-centric approach.
Integrity, coupled with unwavering honesty and a steadfast commitment to ethical principles, is essential.
Boundless enthusiasm, unwavering dedication, and the capacity to adapt swiftly to evolving demands are essential traits for this role.
Striving for excellence and maintaining meticulous accuracy and focus on detail are fundamental expectations.
Collaborating effectively, we strive to deliver outstanding results by leveraging teamwork and fostering strong partnerships.
Qualifications
BA/BSc/HND , Professional Certificate
Experience Required
5 years
