Manager – NOC Advanced Operations

• Lead the Advanced NOC Operations team to deliver strong customer service and technical support via phone email and live chat.
• Serve as the escalation point for technical and fault-related issues.
• Manage escalations to other internal departments providing clear and relevant information in line with process.
• Make sure the team has the documentation skills and capability needed to support the network and customers effectively.
• Maintain customer and internal data Network Management Systems and process documentation.
• Oversee team performance including coaching and mentoring.
• Manage the 24x7x365 team roster to ensure continuous coverage.
• Identify and roll out continuous improvement initiatives to enhance the customer experience.
• Prepare customer fault reports and Incident Reports/RFOs.
• Support special networking projects as required.
• Ensure the team meets network availability service availability and restoration SLAs tied to Superloops product suite.
• Makesure the team follows incident management processes keeps ticketrecords accurate and communicates clearly with customers.
• Bring forward ideas for continuous improvement to strengthen the network and support model.
• Foster a learning environment that supports growth and upskilling across the Network Operations team.

Requirements

• At least 5 years experience in a technical lead role within telecommunications.
• Demonstrated ability to lead coach and mentor team members.
• CCNPor equivalent-level experience with background in telecommunicationsnetwork monitoring and carrier ethernet technologies.
• Strong customer service mindset.
• Excellent written and verbal English communication and interpersonal skills.

Skills Required

• NOC/technical team leadership
• Telecommunications & network monitoring
• Carrier ethernet technologies
• CCNP (or equivalent) certification
• Incident & escalation management
• Coaching & mentoring
• Customer communication
• Process documentation & continuous improvement