NOC Front Office Shift Lead

Providing operational NOC support for handling L1 level troubleshooting.

Proactive monitoring of alarms, troubleshooting, and incident closure

Repairing and recovering from hardware or software failures.

Identify, diagnose, and resolve network problems as per the work instructions.

Follow-up and raise tickets towards vendor support as per criticality and tracking as per SLA.

Review documentation and processes regarding recurring issues, new standard operating procedures, knowledge transfer material, etc.

Respond/ Intimate and Remediate customer requests under SLA.

Troubleshooting of known faults/Identified scenarios.

Coordinate with internal/external stakeholders.

As a part of change supervision, do pre/post health checks and coordinate with Change Implementers.

Raise Problem Tickets as a part of problem management.

Shift Management: Lead the NOC front office team during your designated shift, ensuring adequate coverage and assigning tasks as necessary.

Incident Management: Act as the primary point of contact for all network-related incidents during your shift. Coordinate with internal teams and external vendors to resolve issues and minimize downtime.

Documentation: Maintain accurate documentation of network configurations, procedures, and incident reports. Update documentation as necessary to reflect changes and improvements.

Training and Development: Provide guidance and mentorship to junior staff members.

Conduct training sessions to improve team members' technical skills and knowledge.

Communication: Communicate effectively with stakeholders, including management, other departments, and external partners. Provide regular updates on network status, incidents, and resolutions.

Emergency Response: Respond to network emergencies and participate in on-call rotations as needed to provide 24/7 support.

Several years of experience in Front Office with a good understanding of Telecom Network Architecture

Previous experience in a leadership or supervisory role preferred

Good Knowledge of Telecom mobile network domains and functions.

Excellent troubleshooting skills and the ability to work under pressure in a fast-paced environment.

Strong communication skills, both verbal and written, with the ability to interact effectively with technical and non-technical stakeholders.

Ability to work independently and in a team environment.

Ability to interact with customers and internal stakeholders.

Knowledge of mobile network domains and functions (Network operation center, field, Project)

Proactive attitude to use his/ her initiative to react quickly, and to work effectively in emergency situations under minimum supervision.

Self-motivation and being capable of working within a strong team environment is essential.

Should have experience in providing Level 1 fault management support, executing changes in the network

Should have good experience in Alarm Management, Fault Management, and Change Management / Configuration Management.

Experience working in 24X7 shift operations; work from the office.

Understanding of Service Level Agreements and Key Performance Indicators.

Have fundamental knowledge in SLA and KPI of 2G,3G/4G/5G network

English language skills in spoken and written words of at least B1 level of the Common European Framework of Reference for Languages;

German language skills are nice to have.

Good Operating Systems knowledge;

Experience in multi-vendor equipment like Nokia, Huawei, and Ericsson RAN equipment.

A good understanding of the O-RAN Architecture, including CU-DU interfaces will be added advantage

Understanding of 2G / 3G / LTE / NR RAN (eNB, RNC, SEG-W,gNB) Network.

Experience of working on SDN/NFV technologies

Basic Understanding of TCP/IP Networking concepts

Basic knowledge of Containers and Container Orchestrators: Kubernetes, Docker;

Basic Linux with database knowledge would be a plus