NOC Manager

Key Responsibilities

• Team Leadership: Overall coordination of the NOC network operations, Service Desk, Helpdesk, resource allocation, service provisioning, and Tier-2 technical support covering Mass Market, Internet Gateways/OSS, and MetroNet/5G MBH.
• Tier-2 Support & Escalations: Full-time, senior management role supporting 24/7 major incident escalation response and emergency duty coverage
• Establish a Full-Process Operations and Maintenance System: Strictly implement the ETOM/ITIL full-process management framework and lead lifecycle control and high-level escalation handling for customer complaints
• SLA/KPI Quality Control and Continuous Optimization: Lead the development of SLA service agreements and comprehensive KPI assessment systems tailored to telecommunications fixed network services, with a focus on service delivery quality, team operational productivity
• Process Standardization and Intelligent Operations Upgrade: Lead the standardization review, implementation, and promotion of SOP/MOP processes across the entire fixed network operations workflow, unifying operating standards, delivery standards, and control processes.

Requirements

• Experience: 8 years or more of work experience in telecommunications, ISP, fixed network operations and maintenance, NOC operations, Service Desk delivery, or technical support-related industries, including at least 3 years of comprehensive management experience with large teams.
• Technical Skills: Possess complete end-to-end fixed network operations management experience, with in-depth coverage of the full business chain including NOC monitoring and operations, Helpdesk service support, network resource scheduling, fixed network service provisioning, Tier-2 technical support, and field engineering operations and maintenance.
• Education & Certifications: Bachelor’s degree or above; majors in communications engineering, network engineering, computer science, electronic engineering, or related fields are preferred.