Key purpose

The NOC Shift Team Leader is responsible for managing a team of NOC Engineers to ensure effective network operations, incident response, and service availability for IFC services delivered over satellite communication systems.

Key accountabilities

• Lead and manage the NOC shift team, ensuring 24/7 monitoring, incident resolution, and network availability.
• Oversee the detection, escalation, and troubleshooting of incidents, faults, and service degradations.
• Act as the escalation point for high-priority incidents and coordinate with engineering, vendors, and customers for timely resolution.
• Ensure adherence to SLAs, incident management processes, and ITIL best practices.
• Perform shift handovers effectively, documenting key events, incidents, and actions.
• Provide coaching, guidance, and performance monitoring for NOC Engineers.
• Manage resource allocation and shift schedules to ensure continuous operational coverage.
• Participate in incident reviews, root cause analysis, and continuous improvement initiatives.
• Collaborate with cross-functional teams to ensure alignment on network operations and service delivery objectives.
• Drive performance metrics and provide regular updates to senior management.
• Oversee routine health checks, maintenance tasks, and configuration changes on network equipment and associated systems.
• Maintain change management processes, including implementing configuration changes and software updates.