Mandate Skills: Broadband with FTTH, FTTX, Fixed wireless access, Routing, Switching, CCNP & Above certifications.
Responsibilities:
Team Leadership & Management
• Lead, coach and develop a team of 3 in-country and 4 offshore NOC engineers
• Set clear objectives, performance metrics and ensure regular feedback and reviews.
• Ensure seamless collaboration between in-country and offshore teams, maintaining consistent process and standards.
Incident & Problem Management
• Oversee 24/7 incident detection, response and resolution across FTTP and FWA services.
• Act as an escalation point for high-priority incidents, ensuring timely and effective communication with stakeholders.
• Drive root cause analysis and implement corrective and preventive actions.
Operational Excellence
• Maintain NOC procedures, playbooks and SLAs and ensure adherence to them.
• Identify opportunities to automate, streamline and improve monitoring and fault management processes.
• Monitor team workload and ensure efficient resource allocation.
Stakeholder Communication
• Provide clear and concise updates to internal stakeholders during incidents and planned works.
• Collaborate with engineering, field, and project teams to support network change and maintenance activities.
• Produce regular reporting on incident trends, team performance, and network health.
Key Skills/ Experience:
• Proven experience in a NOC, Service Operations, or similar network management environment.
• Strong technical knowledge of IP networking, FTTP, and fixed wireless access networks.
• Demonstrated leadership and people management skills, ideally with experience leading distributed or offshore teams.
• Excellent problem-solving, communication and stakeholder management abilities.
• Strong organisational skills and attention to detail.
• Experience with monitoring platforms, ticketing systems and incident management tools.
Certificates/Qualifications:
* Essential – experience working within an ISP or carrier environment NOC
* Desirable: CCNA or equivalent vendor certification.