Shift Leader

The Shift Leader is responsible for the coordination, support, management, and execution of 1st Level proactive and reactive maintenance activities to ensure that services delivered to customers remain continuously available and perform in line with agreed Service Level Agreements (SLAs) and KPIs.

The role acts as the primary point of contact for operational issues related to telecom and IT systems, including Radio and Core domains such as 2G, 4G, 5G, CS Core, PS Core, IN, and Charging platforms.

The Shift Leader is responsible for monitoring network and service performance, handling customer trouble tickets and service requests, detecting service-impacting events, initiating functional escalations, and ensuring timely coordination with field teams and next-level support. The role also supports continuous improvement initiatives, reporting, knowledge sharing, and operational guidance during shift activities.

𝗞𝗲𝘆 𝗥𝗲𝘀𝗽𝗼𝗻𝘀𝗶𝗯𝗶𝗹𝗶𝘁𝗶𝗲𝘀

• Perform continuous alarm and event monitoring across telecom and IT network domains.
• Execute 1st level restoration, preventive maintenance, initial troubleshooting, and fault analysis.
• Handle trouble tickets and service requests from creation to closure, ensuring restoration within SLA timelines.
• Take appropriate operational actions including escalations, coordination calls, and work conferences to ensure effective resolution.
• Ensure incidents and requests are correctly categorized, prioritized, assigned, and tracked according to operational procedures.
• Follow up on incidents that are escalated or pending resolution to ensure timely closure.
• Monitor service performance and quality indicators and take corrective action in case of degradation or abnormalities.
• Lead and coordinate shift activities to ensure operational continuity and service stability.
• Act as the operational focal point during critical incidents and service-impacting events.
• Coordinate with 2nd line support teams, engineering teams, field maintenance teams, vendors, and customer representatives as required.
• Provide operational support to field engineers during on-site activities through approved communication channels.
• Manage technical situations in a professional and customer-focused manner.
• Receive and process customer requests, service requests, and operational orders using approved tools and systems.
• Maintain effective communication with customers regarding incident status, actions taken, and restoration progress.
• Support service assurance activities by maintaining high responsiveness and ownership during shifts.
• Initiate functional escalation whenever incidents cannot be resolved at 1st level or when higher technical support is required.
• Perform trend analysis on recurring alarms, faults, and end-user performance issues to proactively identify potential incidents.
• Participate in the creation, review, and update of operational procedures, work instructions, and technical documentation.
• Support improvements to technical procedures and operational workflows.
• Identify repetitive activities and support automation or process improvement initiatives to increase operational efficiency.
• Ensure quality and completeness of reports, documentation, and presentations prepared during operations.
• Contribute to solutions that improve customer experience and service delivery.
• Maintain and share operational knowledge, lessons learned, and troubleshooting information within the team.
• Ensure relevant team members have access to operational and technical information.
• Prepare shift reports, activity reports, incident summaries, and other reports requested by management.
• Ensure timely completion of assigned operational tasks.

𝗥𝗲𝗾𝘂𝗶𝗿𝗲𝗱 𝗦𝗸𝗶𝗹𝗹𝘀 𝗮𝗻𝗱 𝗤𝘂𝗮𝗹𝗶𝗳𝗶𝗰𝗮𝘁𝗶𝗼𝗻𝘀

• Strong understanding of telecom network operations and service assurance processes.
• Experience in handling telecom and IT systems within Radio and Core network domains.
• Knowledge of 2G, 4G, 5G, CS Core, PS Core, IN, and Charging systems.
• Familiarity with incident management, fault handling, and escalation management processes.
• Good analytical, troubleshooting, and coordination skills.
• Ability to work in a 24×7 shift environment.
• Strong communication and reporting skills.
• Experience with operational support tools, ticketing systems, and monitoring platforms is preferred.
• Ability to work effectively under pressure and manage critical situations professionally.
• Bachelor’s degree in Telecommunications, Electronics, Information Technology, or a related field is preferred.