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 Superloop's product suite.
Make sure the team follows incident management processes, keeps ticket records 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.
CCNP or equivalent-level experience, with background in telecommunications, network monitoring, and carrier ethernet technologies.
Strong customer service mindset.
Excellent written and verbal English communication and interpersonal skills.

Skills Required