NOC Lead

This position is responsible for managing day-to-day NOC and Technical Operations, ensuring high-quality service delivery across Optical Transport, Ethernet/IP, SD-WAN, Voice, and Infrastructure domains.

The candidate will lead NOC operations, manage resources and shift coverage, ensure SLA and KPI compliance, and drive effective incident, escalation, and service management. The role requires a strong combination of technical network knowledge, people leadership, customer management, and service delivery experience, with the ability to coordinate across teams and stakeholders during critical incidents.

The candidate is expected to take ownership of operational performance, continuously improve processes, and ensure that services are delivered in accordance with established operational procedures, ITIL practices, and customer requirements.

Responsibilities:

• Lead and manage day-to-day NOC and Technical Operations activities
• Manage resource planning, workforce allocation, and 24x7 shift operations
• Ensure SLA, KPI, service availability, and operational performance targets are met
• Lead incident, problem, change, and major incident management activities
• Handle service escalations and coordinate resolution of critical operational issues
• Coordinate customer communications and provide timely stakeholder updates
• Prepare operational reviews, performance dashboards, and management reports
• Monitor capacity, availability, and overall service performance
• Drive process optimization and operational excellence initiatives
• Identify service improvement opportunities and implement corrective actions
• Ensure compliance with operational procedures, standards, and ITIL practices
• Collaborate with engineering, service delivery, customers, and other internal teams
• Provide leadership, coaching, and performance management for NOC team members

Required Skills:

• ITIL Foundation
• Incident Management
• Problem Management
• Change Management
• Service Delivery Management
• Customer Management
• SLA/KPI Management
• Operational Reporting
• Workforce and Resource Planning
• Major Incident and Escalation Management
• NOC/Technical Operations Team Leadership

Technical Skills:

• SD-WAN: Aruba Silver Peak
• Voice: Cataleya SBC
• Routing & Switching: Juniper MX10K and ACX
• Routing Protocols: BGP, OSPF, ISIS
• MPLS and L2/L3 VPN
• Network Security
• Carrier Ethernet: BTI PVX / ERPS
• Optical Transport: Nokia 16xx SDH platform
• Nokia PSS: ROADM and Optical Transport
• Ekinops: WDM and ROADM
• Voice/Media: Dialogic Media Gateways and Control Switch
• DWDM/CWDM
• SDH/SONET

Nice-to-have / Advantage:

• Experience managing 24x7 NOC environments
• Strong experience in telecom/network service operations
• Experience managing large or geographically distributed technical teams
• Customer-facing service delivery experience
• ITIL-based operational improvement initiatives
• Experience handling major incidents and high-priority customer escalations
• Strong knowledge of telecom, IP, optical, SD-WAN, and voice technologies

Experience:

• 7–9 years of experience in Telecom/Network Operations
• 5+ years of experience managing NOC or Technical Operations teams
• Proven experience leading 24x7 operations, shift management, SLA/KPI delivery, and major incident escalation

PRIMARY SKILL: NOC / Technical Operations Management

SECONDARY SKILLS: Network Operations / Service Delivery / Telecom / SD-WAN / Optical / Voice