Team Lead Network Operations Centre

• Manage the daily 24x7 technical and operations support of Mobile & Fixed Voice Network Operation Centre covering 3G/ 4G/ 5G Mobile applications and Fixed Voice networks.
  
• Supervise the team s network and system troubleshooting alarm conditions and escalation processes and procedures handling customer feedback updating knowledge database team performance/ training/ competency/ capabilities.
  
• Participate in root cause analysis while interfacing with field operation engineering teams equipment vendors network service providers and Customer Service teams.
  

• Ensure that the networking systems run efficiently without interruption
  
• Handle escalated/ chronic trouble tickets adhoc customer disputes troubleshoot VIP/ urgent/critical customer faults
  
• Communicate and coordinate to resolve network problems and customer complaints with Field Operation Mobile Voice/ Data VAS Application teams and Customer Service centre via Trouble Ticketing System
  
• Track resolve and report network incidents
  
• Ensure all security feedback from SOC are fixed on time
  
• Apply innovative solutions to various networking problems and ensure that customers needs are properly defined and satisfactorily met
  
• Update knowledge database
  
• Guide the team about application and usage of new NMS various troubleshooting and monitoring tools
  
• Work with Tier 3 vendors and different internal Product groups to launch new services and processes
  
• Constantly monitor effectiveness of processes improve NOC operation and processes
  
• Optimally plan and deploy shift roster
  
• Share knowledge with the team about case studies and approaches to handle different customer faults
  
• Guide/ Mentor new NOC team members including the design of OJT training plans
  
• Participate in audits from NOC operation perspective
  
• Stay updated of new and emerging observability technologies
  

Requirements

• Appropriate qualification in Electronics Telecommunications Communications Engineering or equivalent
  
• At least 5 years of supervisory experiences in a 24x7 shift environment
  
• Working knowledge of 3G/4G/5G/Mobile Application network operation and good network troubleshooting skills
  
• Knowledge of monitoring tools eg NMS network trace and troubleshooting tools
  
• Able to personally provide high level of services to targeted customer base/ market build relationships
  
• Strong leadership skills excellent verbal interpersonal and customer service skills and the ability to work effectively and efficiently with coworkers and general contractors
  
• Highly motivated passionate dedicated and creative teamplayer with ability to develop and maintain collaborative relationships with all levels within and external to the organization
  
• Excellent analytical technical and organizational skills with the ability to effectively communicate technical issues both orally and written
  
• Strong written and verbal communication abilities using correct language and grammar in a professional diplomatic and tactful manner
  
• Able to work independently with minimal supervision planning scheduling and organizing professional schedule to complete actions within established deadlines handling multiple priorities with strong attention to detail.
  
• Able to handle multiple tasks simultaneously
  
• Able to prepare a plan that achieves stated objectives establish and meet project deadlines modify plan to reflect changing priorities and successfully complete project
  
• Be flexible and supportive react swiftly to and able to assimilate change positively and proactively in rapid growth environment