Manager, NOC & Support

Job Purpose

To ensure high network availability and performance through effective network monitoring, incident management, and fault resolution. This role leads the NOC team to meet SLA targets, reduce downtime, improve MTTR, and deliver reliable service through strong processes, reporting, and customer engagement.

Key Responsibilities

1. Lead and manage the Network Operations Centre (NOC) to ensure 24/7 network availability and performance
2. Oversee network surveillance, incident response, and service restoration to meet MTTR and SLA targets
3. Ensure effective customer support and communication for network-related issues
4. Drive continuous improvement of NOC processes, SOPs, and service quality
5. Work closely with internal teams, vendors, and regulators to ensure compliance and operational efficiency
6. Build a high-performing team through leadership, coaching, and performance management
7. Prepare and maintain accurate network and performance reports

Requirements

1. Bachelor's Degree in Telecommunications, Electrical Engineering, or related field (Master's is an advantage)
2. Minimum 10 years experience in network or service operations, preferably in a NOC environment
3. Strong experience in leading NOC teams and managing operations
4. Solid knowledge of network monitoring, incident management, service restoration, and SLAs
5. Familiar with telecommunications regulations and compliance in Malaysia
6. Good communication, leadership, and stakeholder management skills
7. Strong technical knowledge of network monitoring and troubleshooting tools