Job Summary
Responsible for leading shift-level Network Operations Centre (NOC) operations in a 24x7 environment, ensuring seamless monitoring, incident management, and service restoration while maintaining high network performance and adherence to SLAs. Drives proactive issue identification and resolution, ensuring operational excellence and reliability of services.
Acts as a hands-on leader, managing frontline engineers, coordinating with cross-functional teams, and ensuring timely communication during incidents. Enforces process compliance (including E911/NORS standards) and improves operational efficiency through driving automation initiatives to enhance monitoring, alerting, and response capabilities.
Additionally, ensures high team performance, effective stakeholder communication, and strong customer experience, while delivering consistent, high-quality network services.
Key Responsibilities
- Lead teams of engineers across domains (IP, Transport, Voice, Data)
- Act as primary escalation authority for critical incidents
- Oversee network performance, outages, and service restoration strategies
- Drive Root Cause Analysis (RCA) and present findings to leadership
- Ensure compliance with operational standards and reporting
- Manage managers and supervisors within NOC
- Improve operational maturity and technical accountability
- Lead strategic incident response and resolution
- Ensure stakeholder communication at executive level
- Support change management and risk mitigation processes
- Present RCA, performance reports, and service reviews (WBR/MBR/QBR)
- Provide hands-on leadership during outages
Required Skills & Knowledge
- Strong leadership and organizational influence
- Advanced problem-solving and communication skills
- Deep understanding of network operations and processes
- Ability to manage multiple teams and priorities
Technical Skills
- Routing & switching fundamentals, VPN technologies (L2/L3), VoIP platforms.
- Familiarity with network monitoring tools - Netcool, OpenView, ITSM platforms
- Strong focus on E911/NORS compliance and audit readiness
- Knowledge of: Automation scripting (Shell, Python, Perl),Firewalls, UNIX systems
Experience & Education
- Bachelor's degree (mandatory or equivalent)
- 8+ years in NOC & ITES (24x7 NOC)
- Industry-recognized professional network certification
- ITIL Certification
Work Environment
- 24x7 NOC operations/Rotational Shifts
- Leadership-level on-call responsibility
