The NOC Team Leader is responsible for leading the NOC and Performance Monitoring teams, which are responsible for alarm and performance monitoring and first-level troubleshooting.

Responsibilities

• Responsible for operational KPIs/SLAs fulfillment according to the MS Contract.

• Conduct Operating Level Agreements (OLA) signed with other service delivery units.

• Interface with the Customer at various levels regarding the organization’s monitoring activities and performance.

• Coordinate work with other operational work area management, e.g., Regional Manager, District Manager, and Performance Manager.

• The first-level operations organization works closely with the Customer/Customer Project Teams, vendors working in the network, third-party teams, and Field Operations teams.

• Evaluate and make proactive recommendations for actions to improve processes as well as other services to enhance service delivery.

• Be responsible for the organization and motivation of all operations personnel.

• Participate in recruitment interviews for the selection of personnel.

• Identify team processes, modifications, and implementation tracking.

• Recognize training requirements for personnel and provide coaching where applicable.

• Provide the Customer and Operations Assurance Director with reports on the organization’s performance on a scheduled basis.

• Lead the NOC Team, which plays a pivotal role in change management while generating daily and monthly performance reports that provide valuable insights into operational efficiency.

• Enable the adoption of automation to streamline routine tasks and improve accuracy, as a large number of deliverables are managed, monitored, and delivered by the NOC Team.

• Ensure that monthly deliverables, such as PODs, Network KPIs, Fault Management & Reporting, and other agreed deliverables, are delivered according to the MS Contract T&Cs.

Job Requirements

• Degree in Electrical Engineering, Telecommunication Engineering, Computer Science, or Computer Engineering.

• At least 8 years of experience in operations.

Additional Requirements

• Service provider management experience.

• Resource provider management experience.

• Strong team leadership skills, with the ability to lead a large/matrix organization.

• Excellent communication and social skills.

• High Customer Relationship Management skills.

• Deep understanding of service delivery processes.

• Process driver, strategic thinker, and change maker.

• Ability to motivate and engage, communicating to empower and develop a high-performance culture, competence, and skills.

• Proven ability to deliver results and meet customer expectations.

• Proven track record of leveraging automation tools to streamline workflows, eliminate repetitive tasks, and optimize daily operational efficiency.

• Skilled in identifying process bottlenecks and implementing automated solutions to simplify daily operations.