Technical Leader for Global Network Operations

2 days ago

Hyderabad, Telangana, India beBeeNetwork Full time US$ 80,000 - US$ 1,20,000
Job Title: Network Operations Center Shift Lead

This is a highly technical position that provides trouble analysis and resolution to our global customers and network as part of the operation of a 24x7x365 Network Operations Center (NOC) in Hyderabad, India.

The successful NOC Shift Lead will lead a team of front-line technical staff who monitor and troubleshoot issues within our global VOIP and Mobile networks and associated services. The role requires technical, operational and management guidance for a team of network controllers and front-line technical staff including recruiting, hiring, managing, scheduling, mentoring and training a diverse technical staff of NOC engineers.

Responsibilities include leading staff responsible for acting on customer trouble reports, generating trouble tickets and performing follow-ups with customers by tracking activity and productivity through KPI report monitoring, overseeing 24x7x365 NOC Floor Operations schedule and troubleshoot the network alarms using industry standard monitoring tools, managing the day-to-day NOC Floor Operations and ensuring proper shift handover is happening within the rotational shifts, responding to customer inquiries and issues by recording details of events in the ticketing system, keeping the customer up-to-date on problem resolution, ensuring all Faults / Abnormal Behavior in the networks are tracked through Trouble Ticket / Fault Ticket, assigned to the Right Person at Right Time and resolved within SLA / OLA, providing leadership and management across 3 shifts of coverage where employees will monitor network performance and its component systems, lead efforts to reconfigure and restore network equipment, review network problems through real-time monitoring; initiate repair work and reconfigurations, communicating technical concepts and define projects and maintenance efforts in written as well as verbal presentation formats, coordinate large number of activities and assignments, creating tickets using ticketing system for the symptoms and affected network elements per defined procedures, organizing, documenting troubleshooting processes into standard operating procedures and be a point of contact for escalations, working closely with customers, vendors and peers to gather information, report progress and close tickets per defined procedures, opening up Bridges during any Calamity / Critical Issues in the network and sending Incidence Communication to all relevant stakeholders, ensuring all Tickets are closed with proper and realistic closure code within agreed timeline, assigning each new NOC Engineer a mentor to ensure they receive guidance and training on a personal level, coordinating contingency plan implementation activities for the NOC, ensuring all on-duty NOC Engineers are properly trained and equipped to perform their roles, monitoring the MTTR trend and owning actions to reduce it

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