Dispatcher Shift Leader

SPD Jobs, Inc.; Metro Manila; Sur place; PHP 480 000 - 720 000; Plein temps

Résumé du poste

SPD Jobs, Inc. in Metro Manila is seeking a NOC Shift Leader to oversee end-to-end incident management and network monitoring. You will drive proactive communication with stakeholders and ensure SLA adherence while supporting a 7x24 rotating shift.

The role emphasizes shift leadership, team development, and rigorous reporting, requiring strong ITIL/eTOM knowledge and excellent collaboration across departments.

Qualifications

• Graduate of any 4-year course.
• 3–5 years in a telecom NOC, with 1–2 years as Shift Leader or Supervisor.
• Basic ITIL or eTOM knowledge.
• Willingness to work a strict 7x24 rotating shift (including nights, weekends, holidays).
• Strong written and verbal communication; cross-team collaboration.

Responsabilités

• Monitor network operations end-to-end and manage the incident lifecycle.
• Lead shift handovers, manage scheduling, and build team capability.
• Prepare and publish routine service, incident analyses, and performance reports with accuracy.

Connaissances

Communication Skills

Teamwork

Stress Tolerance

Shift Leadership

Technical Writing

Formation

4-year degree

Description du poste

Job Description: (Actual Duties and Responsibilities)

1. Network Monitoring & Management

• End-to-End Incident Management: Actively monitor the network, acknowledge alarms, and handle trouble tickets. Execute the full incident lifecycle: detection, notification, Tier-1 support, cross-department coordination, escalation, and closure.
• Stakeholder Communication: Maintain efficient communication with the NOC Manager, regional managers, business owners, vendors, other NOCs and customers. Act as the backup for the NOC Manager when required.
• SLA & Data Accuracy Commitment: Own the shift's Response SLA and Resolution SLA. Track incident progress, verify SLA compliance, and ensure data accuracy in the ticket system.
• Major Incident Escalation: Strictly follow the escalation matrix to timely and accurately report near-breach, breached, or major/critical incidents to the NOC Manager, project teams, management, and customers.

2. Shift & Team Management

• Seamless Handover Management: Lead shift handover meetings and enforce handover policies to ensure smooth transfer of pending incidents and outstanding issues, guaranteeing operational continuity.
• Attendance & Scheduling: Manage team scheduling, shift rosters, leave approvals, work permits, and absences. Motivate the team to deliver high-quality, proactive performance.
• Performance & Capability Building : Conduct preliminary staff performance evaluations. Identify skill gaps and assist the NOC Manager in designing and executing training plans.
• Process Coordination: Ensure team compliance with Change Management and Business Continuity/Disaster Recovery (BCM/DRP) procedures.

3. Reporting & Notification Delivery

• Routine Operational Notification: Issue routine shift notifications and updates regarding network status and ongoing incidents.
• Report Authoring & Publishing: Prepare, verify, and publish regular service, incident analysis, and network performance reports with high data accuracy.

Qualifications: (Work Experience, Years of experience, Communication Skills, Technical Skills)

• Graduate any 4 year course
• Work Experience: 3-5 years of experience in a telecom NOC, network management center, or frontline monitoring operations, including at least 1-2 years of experience as a Shift Leader or Supervisor.
• Technical Skills: Solid understanding of multi-domain telecom and IT networks; basic knowledge of ITIL or eTOM operational service management frameworks.
• Work Schedule: Fully flexible and committed to working a strict 7x24 rotating shift schedule (4-shift roster), including night shifts, weekends, and public holidays.
• Communication & Teamwork: Excellent stress tolerance and cross-team communication skills. Proficient in writing network operational notifications, incident analysis reports, and performance reports.