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Own the NOC product vision and roadmap; prioritize with stakeholders and the team; manage budget and results.
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Ensure operational stability, SLA/OLA compliance and continuous improvement across monitoring, alerting and incident/problem processes.
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Establish transparent performance reporting with KPIs (e.g., MTTA, MTTR, incident volume trends, availability).
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Lead cross‑functional coordination during operational incidents; provide clear, timely communication to business and IT leadership.
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Define and maintain runbooks, workflows, escalation paths; drive operational discipline and readiness of 24/7 processes.
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Drive Operational Excellence & Continuous Improvement: elevate ITIL process maturity, standardize workflows, and improve monitoring & incident workflows.
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Vendor & Partner Management: manage telecom providers, MSPs and tooling vendors; ensure performance, SLAs and service integration.
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Risk management for network operational stability; lead crisis management during major incidents.