Network Operations Centre Shift Leader

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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