NOC Lead

- Act as the initial point of contact for customer-reported issues via phone or email. - Provide remote technical support, including configuration assistance and link checks for field engineers. - Monitor network performance using tools such as SolarWinds and proactively respond to alerts. - Ensure incidents are resolved within agreed SLA targets and documented accurately with meaningful updates. - Maintain clear and consistent communication with customers throughout the fault resolution process. - Escalate issues appropriately to internal stakeholders and third-party providers. - Conduct root cause analysis and assist in implementing service improvements. - Allocate and oversee tasks across the shift team, covering monitoring, call handling, and incident management. - Provide procedural guidance to ensure consistent service delivery and operational standards. - Support the resolution of service incidents and assist team members to develop their technical and operational capability. - Manage escalations for major incidents and liaise with senior management when required. - Contribute to staff development, performance reviews, and internal training initiatives. - Drive continuous improvement efforts and ensure SLA compliance with a target of 95% resolution rates. - Oversee operational handovers and ensure outstanding issues are clearly communicated. - Ensure customer updates are timely and system records remain accurate. - Work closely with carrier management teams and third-party suppliers to maintain service standards. - Lead incident resolution calls and ensure all parties are kept informed and aligned. - Identify opportunities to improve network monitoring and operational processes.