NOC Operations Team Lead
3 days ago
Airowire seeks an experienced NOC Operations Team Lead to lead and manage the efficient operation of our Network Operations Center (NOC).
This role requires a strong background in process management, team leadership, and technical expertise to ensure uninterrupted services, enhanced performance, and excellent customer engagement.
The successful candidate will have a proven track record of overseeing Incident, Service Request, Change, and Problem Management processes to maintain operational excellence. Additionally, they will be able to mentor shift managers to ensure ticket quality throughout its lifecycle and SLA compliance.
A salary range of $120,000 - $150,000 per annum is expected for this role, depending on experience and qualifications. This estimate is based on industry standards for similar positions in the United States.
Key Responsibilities:
- Oversee the Incident, Service Request, Change, and Problem Management processes to maintain operational excellence.
- Mentor shift managers to ensure ticket quality throughout its lifecycle and SLA compliance.
- Reduce backlog and long-pending issues through proactive problem-solving and escalation management.
- Identify recurring issues and recommend process or technical improvements to qualify Problem Tickets.
- Collaborate with the NOC team to summarize and address critical escalations effectively.
- Prepare and deliver comprehensive reports on Incident, Service Request, Change, Problem, and Knowledge Base metrics.
- Validate and manage shift schedules prepared by shift managers to ensure 24/7 coverage.
- Conduct regular team meetings for feedback and operational updates.
- Define and assess probationary evaluation parameters for team members transitioning to full-time roles.
- Conduct performance reviews, implement career planning initiatives, and identify training needs for the team.
- Develop and maintain Standard Operating Procedures (SOPs) in collaboration with the NOC Business Development Team.
- Drive recruitment efforts in partnership with HR to meet team resource requirements.
- Engage with customers for performance reviews, monthly/annual reporting, and process feedback.
- Contribute to pre-sales activities and ensure smooth handovers for project support.
- Share and implement Service Improvement Plans in collaboration with business leaders.
- Review monthly operations reports to evaluate and improve NOC performance.
- Recognize high-performing team members and address underperformance through appropriate measures like R&R or PIP plans.
Requirements:
- Bachelor's/Master's degree in Business administration, IT, Telecommunications, or a related field.
- Industry certifications such as ITIL/ITSM are highly preferred.
- 6-8 years of experience in a leadership role (Team Lead, Supervisory, or Shift Manager) within NOC operations.
- Strong understanding of telecommunication networks, processes, and methodologies.
- Proven leadership skills in scheduling, performance reviews, recruitment, and disciplinary actions.
- Excellent communication and interpersonal skills for effective customer and team interactions.
- Experience in generating reports, analyzing metrics, and identifying service improvement opportunities.
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