Assistant Manager Corporate NOC

3 weeks ago

Islamabad, Islamabad, Pakistan Zong CMPak Ltd Full time

Department & Function: Network Operations & Maintenance Center

Position: Assistant Manager Corporate NOC

Location: Islamabad

Reporting to: Manager Corporate Business Support

Job Type: Permanent

Total Positions: 1

Grade: 9

Job Purpose

The role is responsible for supervising day-to-day operations of the Network Operations Center to ensure high availability, performance, and reliability of corporate network services. This role involves incident management, team supervision, coordination with cross-functional departments, and proactive monitoring of corporate clients' services to maintain service-level agreements (SLAs). The role demands strong expertise in IP/MPLS networks and BGP routing, with both theoretical knowledge and hands-on troubleshooting/configuration skills, to resolve complex issues at core and transmission levels.

Job Responsibilities
  • Lead the Corporate NOC team, ensuring effective management of enterprise customer issues and escalations.
  • Oversee Level 1 and Level 2 NOC operations, providing advanced support for optical transmission and datacom incidents.
  • Monitor, troubleshoot, and optimize fixed network infrastructure to maintain high availability and performance.
  • Develop, implement, and enforce SOPs, KPIs, and SLAs for L1 and L2 NOC operations.
  • Collaborate with engineering and vendor teams to conduct root cause analysis and implement long-term fixes.
  • Generate regular performance and incident reports, highlighting trends, risks, and improvement opportunities.
  • Ensure timely incident response, resolution, and escalation in compliance with defined SLAs.
  • Manage shift operations, allocate tasks, and ensure adherence to operational procedures.
  • Mentor, guide, and evaluate NOC engineers/executives to enhance technical expertise and team productivity.
  • Identify training needs and drive continuous professional development of team members.
  • Serve as an escalation point for complex technical issues requiring advanced troubleshooting and resolution.
Education
  • Must be a graduate with minimum 16 years of education
  • IP certifications (CCNP or equivalent) is preferred
Work Experience
  • 4 to 6 years' in datacom networks.
Skills – Generic
  • Strong problem-solving and analytical skills.
  • Excellent communication and collaboration abilities.
  • Attention to detail with focus on service quality and reliability.
  • Adaptability to evolving technologies and complex environments.
  • Ability to work under pressure and handle critical incidents.
  • Strong documentation and reporting skills.
  • Customer-oriented mindset with professional empathy.
Skills – Job Specific
  • Strong understanding of optical fiber transmission systems (SDH/OTN/DWDM).
  • Experience in configuration, monitoring, troubleshooting, and maintenance of optical transport networks.
  • Familiarity with vendor equipment (e.g., Huawei, ZTE, Fiber Home) and associated management systems.
  • Expertise in Layer 2/Layer 3 technologies (MPLS, IP, Ethernet).
  • Configuration and troubleshooting of routers, switches, firewalls, and core network elements.
  • Knowledge of routing protocols (OSPF, BGP, IS-IS) and VPN technologies for enterprise customers.
  • Hands-on experience in network monitoring tools and NMS platforms.
  • Proven experience in managing a corporate NOC team, ensuring SLA-driven support for enterprise clients.
  • Establishing and maintaining ticketing systems, escalation processes, and reporting mechanisms.
  • Ability to handle escalations, coordinate with technical teams, and ensure customer satisfaction.
  • Skilled in mentoring and managing support engineers to improve efficiency and customer experience.

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