NOC Team Lead

4 weeks ago


Hong Kong, Central and Western District, Hong Kong SAR China HKT Full time
NOC Supervisor Job Description

The NOC Supervisor plays a crucial role in leading a team of shift staff in the service restoration of various network services in the Global Service Operation Center.

Key Responsibilities:
  • Ensure 7x24 round-the-clock service level maintenance for Global Service Customers by monitoring performance and providing on-spot technical advice/instructions to guarantee customer satisfaction.
  • Manage team members to provide timely progress updates, incident management, and operation requests for Global Service.
  • Effect circuit/service restoration during outages to meet targets agreed with customers through proper decisions, negotiation, and coordination with distant administrations and other departments.
  • Reduce service/circuit outages downtime by making proper decisions on escalation to appropriate parties.
  • Ensure customer network services are maintained in a professional manner by guiding, training, and motivating staff.
  • Contribute to the efficiency and effectiveness of the centers by reviewing and recommending new techniques and operating methods.
  • Support preventive and corrective measures of center facilities and global service.
  • Manage physical and environmental conditions of PCCW Global Network / Service Operations Center in a safe place.
  • Comply and act in accordance with PCCW Global Network Operation Center information security policy and PCCW Group policies on Personal Data Privacy.
Qualifications and Skills:
  • University Degree in Electronic/Information Technology Engineering with 4 years' experience in Data Center/Data communication field OR Certificate in Electronic/Electrical Engineering or City & Guild Full Technological Certificate with 8 years relevant experience in data communication field.
  • In-depth knowledge of digital transmission standards and familiarity with fault management techniques/procedures.
  • Proven people management in different levels of people.
  • Strong leadership on both vendor management and communication skills, with the ability to lead and motivate subordinates.
  • Customer-oriented initiative, self-motivated, and able to work under pressure.
  • Detail-oriented and organized, with the flexibility to manage multiple priorities effectively.
  • Analytical problem-solving skills with the ability to get to the root cause quickly.
  • Cisco Certified Network Associate (CCNA) is preferable.
  • Good oral/written communication skills (clarity and conciseness) in both English and Chinese.

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