The Head of Network Operations is responsible for leading IX Telecom’s global network operations, ensuring 24/7 service continuity, performance optimization, and SLA compliance. This role oversees NOC teams, manages fault and incident operations, and drives continuous improvement in operational efficiency, automation, and customer satisfaction.
Key Responsibilities
Oversee daily global NOC operations, ensuring 99.99% network uptime and SLA adherence.
Lead Level 1–3 NOC teams in incident management, problem resolution, and escalation processes.
Implement and monitor network performance tools (PRTG, Zabbix, NetFlow, etc.).
Establish and optimize MTTA/MTTR targets, ensuring real-time response and reporting.
Collaborate with Engineering and Service Delivery for preventive maintenance and upgrades.
Drive automation, analytics, and AI-assisted network monitoring initiatives.
Develop SOPs, incident response playbooks, and disaster recovery plans.
Plan, lead, and review NOC performance metrics, reports, and audits.
Manage vendor relationships, ensuring timely resolution and escalation compliance.
Train, mentor, and evaluate NOC staff for technical growth and leadership succession.
Qualifications
Bachelor’s Degree in Telecommunications, Network Engineering, or equivalent.
Minimum 10 years of experience in NOC/Network Operations with at least 5 years in a leadership role.
Expertise in IP networking, DWDM, MPLS, GPON, and network monitoring systems.
Proven experience in SLA-driven operations and ISO/ISMS compliance.
Excellent analytical, leadership, and communication skills.
