NOC Incident Manager

The ideal candidate will drive end-to-end incident lifecycle management and work cross-functionally to ensure high availability, rapid issue resolution, and continual service improvement.

Key Responsibilities:

Lead and manage the full lifecycle of network incidents (Severity 1–4) from detection through resolution and closure

Supervise NOC teams handling 5G network surveillance, fault isolation, and technical troubleshooting

Prioritize and coordinate incident response based on urgency and business impact

Escalate critical/time-sensitive issues to Advanced Operations, Engineering, and vendor support teams as needed

Manage outages and emergencies in alignment with SLA/KPI targets, ensuring national network availability >99.50%

Collaborate closely with internal teams including RF, Integration, Tech Dev, Core, Cloud Infrastructure, and Market Operations

Maintain accurate documentation for all trouble tickets, root cause analyses, and standard MOPs/templates

Monitor and optimize incident backlog levels, ensuring timely and efficient resolution

Identify and drive improvements in incident response procedures and operational workflows

Lead the response to customer-facing incidents (CXO), ensuring service levels are met and issues are resolved professionally

Qualifications & Experience:

Bachelor’s or Master’s degree in Telecommunications, Engineering, Computer Science, or related field (or equivalent experience)

8–10+ years of experience in telecom/wireless industry, with a focus on network operations and incident management

Strong understanding of 4G/5G network architecture and components (RAN, Core, Transport, PaaS, gNB configurations)

Proven experience managing NOC shift operations in a 24/7 environment

Hands-on experience troubleshooting IP, transport, and wireless network issues

Ability to analyze complex issues, develop actionable solutions, and implement corrective measures

Excellent organizational and multitasking skills; ability to prioritize under pressure

Strong written and verbal communication skills, with the ability to lead and mentor a team

Self-driven, detail-oriented, and comfortable working independently or in a collaborative environment