The ideal candidate will drive end-to-end incident lifecycle management and work cross-functionally to ensure high availability, rapid issue resolution, and continual service improvement.
Key Responsibilities:
- Lead and manage the full lifecycle of network incidents (Severity 1-4) from detection through resolution and closure
- Supervise NOC teams handling 5G network surveillance, fault isolation, and technical troubleshooting
- Prioritize and coordinate incident response based on urgency and business impact
- Escalate critical/time-sensitive issues to Advanced Operations, Engineering, and vendor support teams as needed
- Manage outages and emergencies in alignment with SLA/KPI targets, ensuring national network availability >99.50%
- Collaborate closely with internal teams including RF, Integration, Tech Dev, Core, Cloud Infrastructure, and Market Operations
- Maintain accurate documentation for all trouble tickets, root cause analyses, and standard MOPs/templates
- Monitor and optimize incident backlog levels, ensuring timely and efficient resolution
- Identify and drive improvements in incident response procedures and operational workflows
- Lead the response to customer-facing incidents (CXO), ensuring service levels are met and issues are resolved professionally
Qualifications & Experience:
- Bachelor's or Master's degree in Telecommunications, Engineering, Computer Science, or related field (or equivalent experience)
- 8-10+ years of experience in telecom/wireless industry, with a focus on network operations and incident management
- Strong understanding of 4G/5G network architecture and components (RAN, Core, Transport, PaaS, gNB configurations)
- Proven experience managing NOC shift operations in a 24/7 environment
- Hands-on experience troubleshooting IP, transport, and wireless network issues
- Ability to analyze complex issues, develop actionable solutions, and implement corrective measures
- Excellent organizational and multitasking skills; ability to prioritize under pressure
- Strong written and verbal communication skills, with the ability to lead and mentor a team
- Self-driven, detail-oriented, and comfortable working independently or in a collaborative environment