NOC Lead

DESCRIPTION

• Build, mentor, and lead a team of NOC engineers to support 24/7 monitoring and operational excellence.
• Act as the primary point of contact for internal teams, customers, and vendors for all incident, event, change, and problem management processes.
• Own and coordinate the handling of customer issues, service incidents, and requests — ensuring timely and high-quality resolution.
• Perform monitoring, surveillance, and fault management of network products, services, and customer solutions.
• Log and categorize incidents/events, determine priorities, and ensure resolution according to established SLAs.
• Distribute and oversee maintenance and operational tasks across the organization.
• Manage escalations and act as the lead contact during critical incidents, ensuring clear communication and efficient troubleshooting.
• Document incidents, root causes, and follow-up actions; maintain and update internal and external knowledge bases.
• Oversee onboarding of new customer devices and solutions, ensuring smooth technical integration.
• Participate in new technical projects, performing advanced troubleshooting and operational readiness tasks.
• Foster a collaborative and proactive culture, promoting accountability, communication, and continuous improvement.

REQUIREMENTS

• Bachelor’s degree in Telecommunications, IT, or related field (studies in progress acceptable).
• 5+ years of hands-on experience in technical support, troubleshooting, or NOCoperations within telecom environments
• Solid understanding of 2G, 3G, 4G, and 5G networks, including architecture and key protocols.
• Strong incident management and problem-solving skills, with the ability to prioritize effectively under pressure.
• Experience with network monitoring and ticketing tools
• Proven ability to lead teams, provide technical guidance, and manage shift-based operations.
• Excellent communication skills in English (both written and verbal).
• High attention to detail, accountability, and sense of ownership for service quality.
• Strong self-motivation and learning mindset in a fast-paced, global environment.
• Ability to occasionally handle off-hours incidents.