Network Operations Centre Shift Leader (Hybrid/Rotating shift)

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
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