Key purpose
The Head of Network Operations leads and manages the NOC’s OSS team to ensure the efficient operation, monitoring, and optimization of satellite communication networks delivering IFC services. This role drives operational excellence, continuous improvement, and SLA compliance.
Key accountabilities
- Lead and manage the OSS team, including network engineers, NOC analysts, and technical support staff, to ensure 24/7 service delivery and monitoring.
- Oversee end-to-end network operations, including network health monitoring, incident management, fault isolation, and performance optimization.
- Establish clear operational processes and ensure adherence to ITIL best practices for incident, problem, change, and configuration management.
- Act as the escalation point for critical network issues, driving rapid resolution and ensuring minimal impact on IFC services.
- Implement and oversee advanced network monitoring tools and processes to ensure proactive detection and resolution of faults across Satcom and IP networks.
- Ensure real-time monitoring of network KPIs, including availability, latency, throughput, and performance, to maintain service quality.
- Develop strategies to optimize network performance, capacity planning, and fault management, ensuring reliable service delivery to customers.
- Provide technical leadership in troubleshooting and resolving complex network incidents, working closely with engineering and vendors.
- Ensure network operations meet or exceed contractual Service Level Agreements (SLAs) and Key Performance Indicators (KPIs).
- Lead root cause analysis (RCA) for major incidents and network failures, implementing corrective actions to prevent recurrence.
- Deliver performance reports to senior management and customers, highlighting network availability, incident trends, and resolution metrics.
- Collaborate with the BSS team to align operational performance with customer-facing functions, ensuring transparent communication and customer satisfaction.
- Oversee the operation, maintenance, and enhancement of the Satcom network, IP backbone, and related systems to deliver IFC services.
- Plan and manage network upgrades, migrations, and optimization initiatives in collaboration with network planners and engineering teams.
- Work with vendors and third-party providers to ensure infrastructure components are maintained, upgraded, and supported as per operational requirements.
- Drive a culture of continuous service improvement (CSI), identifying opportunities to enhance network performance, reliability, and operational processes.
- Leverage data analytics and insights to proactively address network vulnerabilities, faults, and performance gaps.
- Champion the adoption of new network tools, technologies, and processes to support service scalability, automation, and optimization.
- Implement best practices in network operations to drive operational efficiency and reduce mean time to recovery (MTTR).
- Build, mentor, and manage a high-performing network operations team, ensuring they are equipped to handle complex network challenges.
- Develop and implement training programs to enhance technical skills and knowledge across the OSS team.
- Foster and maintain a collaborative, secure and proactive working environment to improve teamwork, efficiency, and accountability.
Additional / special features of the role
• Ensure compliance with the Serco Management System and all relevant business processes, procedures and work instructions to deliver all work with appropriate quality and governance standards
• Ensure security and integrity of all data provided including reporting performance, finance and customer information; reference Serco non-disclosure policy
• To exercise personal duty of care for their own health, safety and welfare and for those affected by their acts or omissions; reference SMS GSOP-HSE1-6 Serco organisational HSE responsibilities
• Ensure compliance with all training requirements of Serco and ensure adherence to these requirements at all times whilst in employment
• Report any accidents, incidents, breaches or potential breaches to appropriate management or the speak up process
