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NOC Manager
Job summary
A telecommunications company based in Kuala Lumpur seeks a NOC Manager to oversee the Network Operations Center. The successful candidate will manage real-time monitoring, incident response, and team leadership for a 24x7 NOC. This role includes coordinating a Field Operations Team and ensuring compliance with service level agreements. Strong leadership skills and a deep understanding of network performance metrics are essential. This position offers an opportunity to foster a culture of continuous improvement and accountability within the team.
Qualifications
- Experience in managing a Network Operations Center.
- Strong understanding of network KPIs and incident escalation protocols.
- Experience in leading teams in a 24x7 operations environment.
Responsibilities
- Manage operational performance of the Network Operations Center.
- Oversee the Field Operations Team in Johor.
- Ensure compliance with SLA for fault response.
- Coordinate network maintenance and upgrades.
- Maintain and improve documentation and knowledge base.
Skills
The NOC Manager is responsible for the operational performance and management of the Network Operations Center based in Kuala Lumpur. This includes real-time monitoring, fault detection, incident response, and performance optimization of the network infrastructure. Additionally, the NOC Manager will oversee the Field Operations Team located in Johor, ensuring timely execution of field maintenance, equipment replacement, site inspections, and emergency response.
Build, lead, supervise, and develop the 24x7 NOC team to ensure high availability, reliability, and performance of the network.
Manage real-time network monitoring and incident handling, ensuring SLA compliance for fault response and resolution.
Establish incident escalation protocols, root cause analysis processes, and communication workflows with internal teams and external partners.
Analyse network KPIs, generate operational reports, and identify trends and improvement areas.
Coordinate planned maintenance windows and network upgrades with minimal customer disruption.
Ensure documentation and knowledge base (runbooks, SOPs, escalation matrices) are consistently maintained and improved.
Manage and coordinate the Field Operations Team in Johor responsible for physical infrastructure support (fiber patching, equipment replacement, site visits).
Plan and assign preventive maintenance, site audits, and physical checks across POPs and data center facilities in the southern region.
Serve as a liaison between the field team and the NOC to ensure accurate and timely dispatch for incidents requiring on‑site intervention.
Oversee inventory and logistics of spare parts, tools, and network hardware for field operations.
Ensure all safety, security, and compliance procedures are adhered to during field deployments.
Set goals, KPIs, and training plans for NOC engineers and field technicians.
Conduct regular team meetings, reviews, and performance evaluations.
Foster a culture of accountability, continuous improvement, and collaboration.
* The salary benchmark is based on the target salaries of market leaders in their relevant sectors. It is intended to serve as a guide to help Premium Members assess open positions and to help in salary negotiations. The salary benchmark is not provided directly by the company, which could be significantly higher or lower.