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Own and drive major incidents end-to-end: triage, coordination, service restoration, and post-incident follow-up (RCA / problem management).
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Provide 3rd-level troubleshooting across LAN/WAN, wireless, SD‑WAN, and security fundamentals in multi-vendor enterprise environments.
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Deliver board-/C-level-ready communication during major incidents: translate technical status, risks, and options into clear, decision-oriented updates for senior leadership.
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Improve monitoring and alerting quality (signal vs. noise), dashboards, and operational runbooks; ensure actionable and measurable outcomes (e.g., MTTA/MTTR reduction).
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Handle top projects without technical supervision: lead high-priority operational workstreams (e.g., service stabilization, rollout readiness, critical changes) and drive execution independently.
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Identify improvement opportunities proactively and translate business impact into technical priorities (what matters most, why, and what to do first).
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Resolve cross-team dependencies and autonomously solve conflicts exceeding one’s subject area to keep incidents and critical work moving forward.
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Collaborate closely with Network Engineering, IT Security, and Business Units to ensure smooth operations, effective handovers, and aligned priorities.
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Strengthen incident, problem, and change practices aligned with ITIL principles; raise operational maturity through repeatable processes and templates.
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Own knowledge management in the NOC: maintain high-quality documentation (runbooks, knowledge articles, RCA write-ups) and ensure it is usable in real incidents.
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Design and support the technical training approach for employees (e.g., onboarding path, incident playbooks, troubleshooting standards, “train-the-trainer” elements).
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May participate in an on-call/standby rotation depending on operational needs (if applicable).