Shift In-charge

Department: NOC / VOIP Operations

Reports To: Head of NOC & VOIP / Operations Manager

Job Summary:

The Shift In-charge will oversee the smooth operation of NOC/Operations during assigned shifts, ensuring real-time monitoring, task management, interdepartmental coordination, and overall team supervision. This role is pivotal in maintaining service continuity, addressing live issues, and providing timely updates and handovers between shifts.

Key Responsibilities:

Shift Commencement & Attendance

• Initiate the shift by verifying the attendance of all team members.
• Report any absences to the Assistant HR & Ops Manager and follow up on availability.

Handover & Situation Awareness

• Conduct a detailed shift handover with the outgoing Shift Manager.
• Gain awareness of ongoing tasks, critical issues, and unusual events.

Task Planning & Prioritization

• Set and communicate shift priorities based on current workload and live issues.
• Assign tasks and responsibilities clearly to relevant team members.

Live Traffic Monitoring

• Monitor live VoIP traffic throughout the shift to ensure optimal performance.
• Coordinate with the Routing Manager on route swaps and adjustments as needed.

Reporting & Analysis

• Review daily loss reports and flag critical areas requiring attention or adjustments.
• Monitor traffic at the Carrier Level (CL) for all active accounts.

Technical Checks & Coordination

• Analyze SRC/DST reports to identify repeated traffic patterns, bad profiles, and ATX-related issues.
• Monitor Account Manager (AM)-wise reports and engage with AMs on new traffic streams.

Billing & Commercial Coordination

• Discuss billing-related matters (offsets, net-offs, etc.) with the Head of NOC and Routing Manager.
• Ensure technical and commercial teams are aligned on billing discrepancies or adjustments.

Team Supervision & Work Environment

• Foster a productive, collaborative, and positive shift environment.
• Provide guidance to team members on task management and cooperation.

Interdepartmental Coordination

• Maintain smooth communication with other departments for task execution.
• Inform the Training Manager about any skill gaps or support needed by team members.

Continuous Improvement & Escalations

• Identify and escalate any critical issues, performance gaps, or areas for improvement to the RM, NOC Head, or HR.

Shift Closure & Handover

• Ensure all shift tasks are completed and documented.
• Deliver a comprehensive handover to the incoming Shift Incharge.

Skills & Qualifications:

• Proven leadership and coordination capabilities.
• Strong knowledge of VoIP routing, live traffic analysis, and route management.
• Excellent English communication skills with the ability to collaborate across teams.
• Ability to work effectively under pressure and manage multiple tasks simultaneously.
• Familiarity with billing and provisioning systems is an advantage.

Job Type: Full-time

Experience:

• L2: 1 year (Required)
• VoIP routing: 2 years (Required)
• Live traffic analysis: 2 years (Required)
• Route management.: 2 years (Required)

Location:

• Lahore Ismail Nagar (Required)

Work Location: In person