Job Summary

The Shift Lead – NOC is responsible for overseeing real-time telecom network monitoring operations during assigned shifts, ensuring service availability, performance, and SLA compliance. This role provides leadership to NOC L1 engineers, ensures timely incident detection and resolution, and drives operational excellence across a 24x7 environment. The Shift Lead acts as the first point of escalation and ensures effective coordination across L1, L2, L3 teams and external vendors.

Key Responsibilities

Shift Operations Management

- Lead and manage end-to-end NOC operations during assigned shifts
- Ensure continuous monitoring of network elements, services, and KPIs
- Drive adherence to SLAs, SOPs, and escalation frameworks
- Ensure smooth shift handovers with complete operational updates

Incident & Escalation Management

- Act as the primary escalation point for major incidents and outages
- Ensure accurate incide...