• Consistently direct and support the team to provide efficient handling of cases and to document issues appropriately.
• Coach, train and develop staff on current and future operational/network requirements under guidance of NOC Head and ensure team proficiency in 24 x7 surveillance and Incident management.
• Customer complaints resolution within time line for Enterprise, Mobility and Tele-media and improving further performance in terms customer delight
• Execute, trigger and follow up all required actions to restore normal services.
• To ensure that all requisite “customer” entities within the company are advised of outage and repair status.
• Take Ownership for all issues escalated to Head of NOC until their full restoration.
• Enforce adherence to company policies, processes and procedures to eliminate non-compliance.
• Conduct employee performance reviews in accordance with the HR policies.
• Provide network operations feedback to the NOC management team
• Develop progress reports and statistical reports as required, for management review.
• Managing Partners & Peers to achieve better productivity & thereby the business goals , Managing all OEM partners effectively to ensure smooth support for NOC operations reducing and preventing failures in network.
What specific skills and traits should this person possess?• 12-15 years of work experience with 5+ years in a role of Manager (People management) with large telecom or service providers in global business environment with rich experience in ISP or large enterprise network• Solid Work experience in ISP / MPLS large enterprise or Service provider network.• Cisco /Juniper Certifications• Able to work on existing solutions and/or provide new solutions & LLD to internal / external customers.• Proficient in technologies such as L3VPN / L2PVN / Multicast / QoS/SDWAN etc.• Knowledge of ITIL v3 framework. Certification would be added advantage.