- Company Name
- Toku
- Job Title
- VP – Network Operations Centre
- Job Description
-
**Job Title:** Vice President, Network Operations Centre (NOC)
**Role Summary:** Lead and own a global, 24×7 NOC ensuring 99.99% service availability, SLA compliance, and audit readiness across all platforms. Manage people, processes, and escalation ownership in a distributed follow‑the‑sun model. Focus on operational excellence, customer satisfaction, and continuous improvement rather than hands‑on troubleshooting.
**Expectations:** 10–15+ years of senior NOC or service operations leadership; proven ability to meet stringent contractual KPIs (99.99% uptime, sub‑5‑minute critical response, high CSAT); strong people and process management; experience with ITIL‑aligned operations and major incident management.
**Key Responsibilities**
- Own and drive global NOC operations across Contact Centre, CPaaS, UCaaS, Microsoft Teams routing, and carrier services.
- Maintain 99.99% availability and meet all contractual SLA targets; ensure Level‑1 ticket resolution average <30 min.
- Serve as senior escalation point for S1/S2 incidents; coordinate decisions, communications, and response within 5 minutes.
- Standardise, improve, and enforce SOPs; achieve full operational adoption within 90 days.
- Restructure NOC skill mix, upskill teams, and reduce over‑dependence on senior engineers to improve throughput.
- Lead audit readiness (ISO, data‑privacy, incident, change management), achieving zero major findings.
- Build, mentor, and retain a high‑performing NOC organization; maintain tool and process certification >90 % and keep attrition below industry benchmarks.
- Manage geographically distributed teams (India, Philippines, Malaysia, LATAM, etc.) in a disciplined follow‑the‑sun model.
- Collaborate with Engineering, Product, and Service Delivery to align operational realities with platform design and roadmap decisions.
- Provide data‑driven operational reporting to senior leadership on availability, incidents, SLA performance, risks, and improvement initiatives.
- Drive operational change during transition periods without disrupting live services.
**Required Skills**
- Executive leadership & people management of global, multi‑shift teams.
- Deep understanding of NOC operations, incident response, change, and problem management.
- Strong KPI ownership and accountability for availability, response times, and customer satisfaction.
- Expertise in major incident management and executive communication under pressure.
- Proficiency in ITIL framework application and continuous process improvement.
- Excellent stakeholder collaboration and cross‑functional partnership skills.
- Strategic thinking, data analysis, and reporting capabilities.
**Required Education & Certifications**
- Bachelor’s degree in Computer Science, Information Technology or related field (or equivalent experience).
- ITIL v3/v4 Foundation (or higher) certification; additional ITIL or Six Sigma certifications a plus.
- Proven senior NOC leadership experience (10–15+ years) in large‑scale, 24×7 service operations.