Shift Team Leader – NOC

About the role

The Shift Team Leader – NOC will supervise the 24/7 Network Operations Centre in Nairobi, ensuring real‑time monitoring of GSM, transmission and other network elements. Reporting to the Manager of Network and Service Management, the incumbent will lead first‑level troubleshooting and coordinate fault escalation to meet service level agreements.

Key responsibilities

• Monitor GSM, transmission and network elements on a 24/7 rota, performing initial analysis and first‑line corrective maintenance.
• Manage trouble tickets, escalating faults to technical staff and following up until closure.
• Coordinate support resources and ensure faults are resolved within agreed SLAs.
• Notify management and business units during outages, using the priority matrix.
• Produce shift handover reports and communicate network performance and availability.
• Facilitate planned activities in line with change‑management directives.
• Allocate NOC technicians and engineers across shifts to maintain efficient operations.

Required profile

• Mid‑level professional with at least 36 months of relevant experience.
• Strong analytical and problem‑solving abilities.
• Experience supervising shift teams in a telecom or network environment.
• Excellent communication skills for reporting to management and partners.

Required skills

• Real‑time network monitoring (RAN, VAS, IT, transmission).
• Fault management and ticket escalation.
• Change‑management coordination.
• Shift scheduling and team coordination.