Manager Network Operations Centre (NOCC)

We are seeking an experienced Manager, Network Operations Centre to lead centralized monitoring, incident management, and service assurance across nationwide managed networks. This role ensures 99.9%+ availability, SLA compliance, rapid fault resolution, and operational excellence across LAN, Wi-Fi, On-Campus Fibre, and security infrastructure. As the “Complex Centre” within our CCSR operating model, you will own advanced troubleshooting, Zero Touch Provisioning (ZTP), automation initiatives, and cross-functional escalation coordination. Key Responsibilities Network Monitoring & 24/7 Operations Lead real-time monitoring across all managed sites Maintain MTTD < 5 minutes & MTTR within SLA Define escalation thresholds and shift structures Incident & Escalation Management Own L1/L2/L3 escalation matrices Conduct RCA & post-incident reviews Maintain runbooks and audit-ready documentation Zero Touch Provisioning (ZTP) Oversee controller-based provisioning infrastructure Ensure 100% deployment via ZTP Drive firmware and configuration standardization SLA Governance & Reporting Deliver real-time SLA dashboards Proactively prevent SLA breaches Provide accurate monthly customer reports Automation & Remote Diagnostics Increase remote resolution rate (80%+ target) Implement AI-assisted diagnostics tools Reduce field dispatch dependency Team Leadership Lead and mentor Network Operations Engineers Manage 24/7 shifts without burnout Build certification and succession pipelines Educational Qualification Bachelor’s degree in Computer Science, IT, Electrical/Electronic Engineering, Telecommunications, or related field (Minimum requirement) 2.2/2.1 or Upper credit Professional Certification (Mandatory

• At least ONE) CCNP Enterprise or Security ITIL v4 Foundation (or higher) Fortinet NSE 4 or higher (Advanced certifications such as CCIE, ITIL Intermediate/Expert, CWNA, or Security+ are advantageous.) Experience & Competence 7–10 years in Network Operations / NOC / IT Service Management Minimum 3 years leading 24/7 operational teams Strong expertise in IP networking, routing, switching, fibre, Wi-Fi Experience with monitoring tools (PRTG, Zabbix, SolarWinds, LibreNMS, etc.) Proven SLA & incident management track record Experience managing ZTP or automated provisioning systems Familiarity with ITIL framework & ticketing systems (ServiceNow, Freshservice, etc.)