ICT NOC Shift Lead

In the role of Domain Shift Lead, you'll work in a dynamic, collaborative environment where innovation and teamwork are key. You will lead a skilled team of L1/L2 engineers, fostering a culture of accountability and continuous improvement. Together, you will tackle high-stakes incidents, ensuring seamless operations across ICT NOC, Network, and Unix domains. You will benefit from exposure to cutting-edge technologies and processes, enhancing your leadership and technical expertise. We prioritize your growth, offering opportunities for skill development and cross-training. Enjoy competitive benefits package, flexible work arrangements, and the satisfaction of driving service excellence while building strong relationships with customers and stakeholders. Your contributions will directly influence operational stability and service quality.

• Lead and manage L1/L2 engineers in ICT NOC, Network, and Unix domains for 24x7 operations.
• Oversee incident management processes, ensuring SLA compliance and effective resolution.
• Act as primary escalation point for major incidents and drive timely service restoration.
• Ensure proactive monitoring and execute operational routines for service assurance.
• Build and maintain strong relationships with customers, delivering performance updates and insights.
• Drive continuous improvement initiatives and ensure adherence to ITIL processes.
• Track KPIs and SLAs, conducting performance reviews and skill development sessions.
• Promote operational excellence and manage high-pressure situations effectively.

Must-Have:

• Require bachelor's or master's degree with related field.
• Typically, a minimum 10-15 years of experience with telecommunication domain
• Proven experience in ICT / Telecom NOC / Network / Unix operations in 24x7 environments
• Strong knowledge of ITIL frameworks and operations management practices
• Hands-on experience with monitoring and event management tools (e.g., LogicMonitor, SCOM, Splunk)
• Excellent communication and decision-making skills
• Demonstrated ability to manage high-pressure situations and complex incidents

Nice-To-Have:

• Broad understanding of network technologies (Routing, Switching, Firewalls)
• Experience in infrastructure management (Servers, Virtualization, Storage)
• Familiarity with Core, VAS, IMS Operations
• Track record of driving continuous improvement initiatives
• Capability in developing and mentoring team members