Network Operations Manager
First Point Group European Union (Remote)
NOC Manager
Location: Remote (but MUST be located in Europe. Candidates outside Europe cannot be considered due to customer SLA restrictions)
Languages: Spanish & Portuguese (mandatory), English (B2)
Experience: 6+ years
About the Role
We are seeking an experienced NOC Manager to lead and coordinate multi-domain Network Operations Centre activities across RAN, VoIP, Core CS, and International Roaming. This role requires a strong operational leader capable of managing multidisciplinary teams, driving service excellence, and acting as the primary operational interface with the customer.
You will oversee day-to-day NOC operations, major incident management, performance monitoring, and continuous improvement initiatives, ensuring high service availability and customer satisfaction. This is a strategic and hands-on leadership role within a fast-paced telecom environment.
Key Responsibilities
- Lead and coordinate NOC operations across RAN, VoIP, Core CS, and International Roaming domains.
- Act as the primary operational point of contact for the customer, ensuring clear communication and strong stakeholder management.
- Manage cross-functional technical teams, ensuring alignment, collaboration, and operational excellence.
- Own and maintain the team shift roster and resource planning to guarantee adequate coverage and service continuity.
- Lead major incident management activities, including escalation, coordination, communication, and service restoration.
- Monitor service performance against SLAs and KPIs, driving corrective actions where required.
- Coordinate operational activities with customers, vendors, and internal technical teams to ensure timely issue resolution.
- Ensure adherence to operational processes, procedures, and governance frameworks.
- Drive continuous improvement initiatives to enhance efficiency, service quality, and customer satisfaction.
- Oversee change management activities and ensure operational readiness for planned network changes and maintenance.
- Provide leadership, coaching, and performance management for NOC team members.
- Produce and present operational reports, service reviews, and performance updates to customer and management stakeholders.
Your Profile
- Degree in Telecommunications, Computer Science, Engineering, or a related field.
- Proven experience in Telecommunications Operations, NOC Management, or Service Delivery Management.
- Strong understanding of telecom operations across one or more domains: RAN, VoIP, Core CS, International Roaming.
- Experience managing multidisciplinary technical teams in operational environments.
- Demonstrated customer-facing experience with strong stakeholder and relationship management skills.
- Proven experience managing major incidents, escalations, and service restoration.
- Knowledge of SLA management, KPI monitoring, and operational reporting.
- Strong leadership, organizational, and decision-making capabilities.
- Ability to work effectively under pressure and manage competing priorities.
- Excellent communication and coordination skills.
- Fluency in Spanish and Portuguese (mandatory).
- Professional proficiency in English (B2) highly desirable.
Key Competencies
- Leadership and people management
- Customer focus and service orientation
- Operational excellence mindset
- Conflict resolution and problem-solving
- Strategic thinking and execution
- Collaboration and cross-functional coordination
- Continuous improvement and quality-driven approach
