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 incident logging, categorization, prioritization, and timely resolution
- Monitor and improve incident response and resolution times
- Coordinate with L2/L3 teams and vendors for high-severity issues
Team Leadership & People Management
- Supervise and guide NOC L1 engineers during shifts
- Allocate tasks, manage workload distribution, and ensure productivity
- Provide real-time coaching, mentoring, and feedback
- Ensure adherence to schedules, attendance, and shift discipline
Stakeholder Communication
- Provide timely updates to internal stakeholders during incidents/outages
- Manage communication bridges during critical incidents
- Escalate risks or service impacts proactively to leadership
Quality & Compliance
- Ensure compliance with operational procedures, audit requirements, and documentation standards
- Review tickets, incident reports, and logs for accuracy and completeness
- Drive continuous improvement initiatives within shift operations
Reporting & Documentation
- Prepare shift reports including incidents, performance metrics, and key observations
- Maintain detailed records for audits and performance tracking
- Analyze trends and identify recurring issues for preventive action
Job Requirement:
- Bachelor's degree in Telecommunications, Electronics, Computer Science, or related field
- 7–8 years of experience in NOC operations, network monitoring, or telecom support
- Prior experience in a team lead or senior L1/L2 role preferred
- Strong understanding of telecom networks, KPIs, and performance monitoring
- Hands-on experience with NOC monitoring tools and ticketing systems
- Expertise in incident management and escalation handling
- Ability to interpret alarms, troubleshoot issues, and guide resolution
- Solid understanding of SLAs, SOPs, and operational workflows
- Strong leadership and team management skills
- Excellent communication (verbal and written)
- Problem-solving and decision-making under pressure
- Ability to manage high-severity incidents in a fast-paced environment
- Strong coordination and stakeholder management capabilities
- SLA compliance and network availability
- Incident response and resolution time (MTTR)
- Accuracy and quality of ticket handling
- Team performance and productivity
- Reduction in repeat incidents and operational errors
- 24x7 shift-based work environment (including nights, weekends, holidays)
- Prolonged monitoring of systems and dashboards
- Office-based NOC setup with high operational intensity
- Ensure zero missed critical alerts and timely escalations
- Improve shift-level operational efficiency and incident handling
- Maintain high-quality reporting and stakeholder communication
- Drive team capability development and operational excellence
