Assistant Manager - NOC

This role involves supervising and managing daily Network Operations Center (NOC) activities to ensure effective first and second-level technical support for both internal and external customers. The position requires overseeing incident management, monitoring network performance, coordinating with technical teams and vendors, and maintaining high customer satisfaction through timely communication and issue resolution. The candidate will lead a team of NOC engineers, ensuring adherence to service level agreements and operational protocols while proactively identifying and addressing network faults to minimize downtime.

Key Responsibilities

- Supervise daily NOC operations, providing technical support for network and service-related issues.
- Manage the logging, tracking, updating, and closure of all service incidents and customer complaints via the Service Desk Management System.
- Monitor network incidents and service disruptions to ensure timely resolution in line with SLAs.
- Escalate critical network issues to supervisors, management, and third-party vendors as necessary.
- Oversee NOC engineers’ responses to customer requests, network alarms, and outage events.
- Maintain professional communication with customers through calls, emails, and other channels regarding service issues.
- Conduct follow-ups to confirm issue resolution and maintain customer satisfaction.
- Proactively monitor network infrastructure and production systems to detect potential faults and reduce downtime.
- Coordinate troubleshooting and fault rectification efforts with internal teams, field operations, vendors, and service providers.
- Provide technical guidance to NOC engineers for remote troubleshooting, fault diagnosis, and root cause analysis.
- Analyze network logs, system alerts, and performance reports to identify recurring faults and vulnerabilities.
- Ensure complex technical issues are escalated appropriately for timely resolution.
- Serve as the primary liaison with third-party providers for network interconnections, outages, and operational support.
- Conduct site visits to Points of Presence (POPs), network sites, and customer premises for inspections and service restoration when required.
- Oversee configuration, troubleshooting, and validation of network equipment including xDSL modems, switches, firewalls, routers, microwave radios, VoIP, SIP, PRI, hosted voice, and analog voice services.
- Monitor network availability, incident response times, ticket resolution, and other KPIs to maintain efficient NOC performance.
- Prepare and review daily, weekly, and monthly operational reports covering uptime, outages, incident trends, escalations, and resolutions.
- Ensure adherence to NOC Standard Operating Procedures, escalation matrices, incident management protocols, and documentation.
- Manage NOC team activities including shift coordination, workload distribution, task assignments, and performance monitoring.
- Coordinate with departments on planned maintenance, network upgrades, service provisioning, and scheduled downtime to minimize disruptions.
- Identify recurring network issues and recommend preventive measures, process improvements, and technical solutions.
- Assist the NOC Manager or Head of Department in operational planning, team development, performance evaluations, and achieving departmental goals.
- Ensure proper handover of unresolved incidents and critical alerts between shifts to maintain continuity.
- Perform additional network operations and supervisory duties as assigned by management.

Required Qualifications

- Bachelor’s degree or equivalent in Computer Science, Engineering, or a related field.
- 5 to 6 years of relevant work experience in network operations or a similar technical environment.
- Strong knowledge of network infrastructure, incident management, and customer support processes.

Preferred Qualifications and Benefits

- CCNA or CCNP certification is highly preferred.
- Experience working in a rotational shift environment (Monday to Saturday).
- Full-time position with a monthly salary range of Rs. 100,000 to Rs. 180,000.
- Work location is on-site, requiring occasional visits to network sites and customer premises.

This position offers an opportunity to lead a critical function within the organization, ensuring seamless network operations and excellent service delivery. Candidates with strong technical expertise, leadership skills, and a customer-focused approach are encouraged to apply.