About this role
The Role
Key Responsibilities
- Team Leadership & Management
- Supervise, mentor, and develop NOC analysts to ensure high performance and professional growth.
- Manage shift schedules to provide 24/7 coverage and operational continuity.
- Foster a culture of accountability, collaboration, and continuous learning.
- Ensure organizational alignment through the leadership and implementation of company policies.
- Driving team engagement and participating in company-wide activities.
- Network Monitoring & Incident Management
- Ensure timely detection, escalation, and resolution of incidents to minimize downtime.
- Coordinate with cross-functional teams to resolve complex technical issues.
- Operational Excellence
- Develop and enforce standard operating procedures (SOPs) for incident handling and escalation.
- Track and report key performance indicators (KPIs).
- Identify recurring issues and implement proactive measures to prevent future incidents.
- Recommend and implement tools, technologies, and processes to enhance monitoring and efficiency.
- Communication & Reporting
- Act as the primary point of contact for major incidents and service outages.
- Provide clear, concise updates to stakeholders during incidents.
- Prepare regular reports on network performance and incidents.
The Requirements
- Bachelor’s degree in Computer Engineering, Computer Science, Information Technology, or related field (or equivalent experience).
- Proven experience in network operations, customer service, IT infrastructure management, or related technical roles.
- Minimum 2 years of leadership experience managing technical/customer service teams in a 24/7 environment.
- Experience working with multi-cultural stakeholders.
- In-depth knowledge of networking protocols, monitoring tools, and incident management frameworks.
- Excellent problem-solving, decision-making, and communication skills.
- Ability to remain calm and effective under pressure.
Desired Attributes
- Proactive mindset with a focus on prevention rather than reaction.
- Strong analytical skills and attention to detail.
- Ability to balance technical expertise with leadership responsibilities.
- Commitment to delivering high-quality service and operational excellence.
WTW is an Equal Opportunity Employer