Lead and mentor a NOC team for 24/7 monitoring, incident management, customer issue resolution, and technical project participation, while promoting a collaborative culture.
- 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.
- 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.
Top Skills
2G
3G
4G
5G
It
Network Monitoring
Telecommunications
Ticketing Tools
Webbing Hurley, England Office
Horizon, Honey Lane, Hurley, United Kingdom, SL6 6RJ
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