The Manager of NOC (Contact Center) is responsible for managing day-to-day NOC operations, ensuring smooth shift performance, customer support excellence, and efficient incident management. The role acts as a bridge between NOC analysts, helpdesk agents, and escalation teams to maintain service reliability and customer satisfaction.
Key Responsibilities
Supervise daily NOC and Helpdesk operations (monitoring, escalation, TT handling).
Ensure real-time response to network alarms, customer tickets, and incidents.
Review, validate, and approve shift handovers and daily operation reports.
Manage the Contact Center’s call and ticket queue performance.
Monitor SLA compliance and coordinate escalation to Level 2/3 or vendors.
Train NOC staff on procedures, tools (Zabbix, Zoho Desk, etc.), and reporting accuracy.
Conduct root cause analysis and post-incident review sessions.
Maintain coordination with the Engineering and Service Delivery teams for field support.
Ensure adherence to ISO/ISMS procedures and documentation compliance.
Report weekly and monthly NOC performance to the Head of Network Operations.
Qualifications
Bachelor’s Degree in Telecommunications, Networking, or related field.
Minimum 5 years of experience in NOC or network support environment.
Strong understanding of L1/L2 network troubleshooting and SLA-driven operations.
Experience in managing contact center or technical support teams.
Excellent problem-solving, leadership, and communication skills.
