NOC Team Lead

Proven track record in SMS/MMS/Voice incident ownership at a Tier 1 carrier or service provider. 5+ years of relevant experience in a Network Operations Center (NOC) within networking, messaging, or voice domains. Demonstrated leadership experience, including mentoring junior engineers. Strong ability to stay calm under pressure and prioritize effectively. Excellent communication skills for technical and non-technical audiences. Experience in process development, operational reporting, and staff onboarding/training. Proficiency in troubleshooting and reporting tools (Kibana, Datadog, Looker, Grafana, Zendesk, ServiceNow, Jira). Strong analytical skills using operational metrics. Expertise in complex troubleshooting and resolving critical technical issues. Highly organized, process-driven, and capable of managing multiple projects.

Lead day-to-day operations ensuring 24/7 availability. Serve as escalation point for complex issues, engaging with carriers and providers. Oversee real-time monitoring and alerting for service quality. Manage customer-facing reports and internal process documentation. Collaborate with cross-functional teams to enhance monitoring and incident management. Identify and drive automation initiatives for NOC operations. Foster a culture of transparency, collaboration, and respect.