Level 3 NOC Manager

SUMMARY:
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POSITION INFO:
The Level 3 NOC Manager leads the highest tier of technical escalation within the Network Operations Centre, managing a team of subject matter experts (SMEs) spanning Microwave, Mobile Radio (RAN), IP & Transmission, and OSS Systems disciplines. The role is accountable for resolving the network’s most complex, cross-domain, and service-impacting faults that cannot be resolved at Level 1 or Level 2, and for driving root cause analysis, permanent fixes, and continuous technical improvement across the network. 3. KEY RESPONSIBILITIES 3.1 Escalation Management and Technical Leadership • Own and manage all Level 3 technical escalations referred from NOC Level 1 and Level 2 teams. • Lead complex, cross-domain fault diagnosis spanning Microwave, Mobile Radio, IP/Transmission, and OSS systems. • Coordinate multi-disciplinary SME response for major incidents and service-impacting faults. • Ensure timely restoration of service for escalated incidents in line with SLA/OLA targets. 3.2 Team and Subject Matter Expert (SME) Management • Manage and develop a team of SMEs: Microwave Engineers, Mobile Radio Engineers, IP & Transmission Experts, and OSS Systems Experts. • Allocate SME resources across concurrent escalations based on priority, complexity, and domain expertise. • Build and maintain deep technical capability within the team through coaching, knowledge-sharing, and structured skills development. • Define and maintain on-call and escalation rosters to ensure 24/7 Level 3 support coverage. 3.3 Root Cause Analysis and Problem Management • Drive root cause analysis (RCA) for recurring, complex, or major incidents. • Own the problem management process for Level 3 issues, ensuring that permanent fixes, and not only workarounds, are implemented. • Produce and present RCA and post-incident reports to stakeholders, including Operations, the Managed Services Head, and customers where required. 3.4 Technical Governance and Continuous Improvement • Maintain and evolve technical escalation procedures, runbooks, and knowledge base articles for Level 3 scenarios. • Identify network-wide technical risks and trends from escalation data, feeding into network optimisation and NPO initiatives. • Partner with Solutions Architects, NPO, and Engineering teams on complex design or configuration issues surfaced through escalations. • Support the introduction of new technology, vendors, or network elements by ensuring Level 3 readiness through training, documentation, and tooling. 3.5 Stakeholder and Cross-Functional Engagement • Act as the senior technical point of contact on major incident bridges and critical customer escalations. • Engage vendors and OEMs for advanced technical support, RMAs, and escalation of product defects. • Collaborate with the NOC Level 2 Manager, Field Services, SOC, and other Managed Services functions to ensure end-to-end incident resolution. • Report on Level 3 escalation trends, SLA performance, and recurring technical issues to the Managed Services Head. 3.6 Key Relationships • NOC Level 1 / Level 2 teams: escalation hand-off and resolution feedback loop. • SME team (Microwave, Mobile Radio, IP/Transmission, OSS): direct line management and technical resource allocation. • Field Services: coordinated dispatch and on-site resolution support for escalated faults. • SOC: joint response where incidents have a security dimension. • Vendors / OEMs: advanced technical support, RMAs, and defect escalation. • Solutions Architects / NPO: resolution of complex design or configuration issues; network optimisation input. • Managed Services Head: direct line manager; escalation trend and SLA reporting. • Customers: senior technical point of contact on major incidents, where required. 4. KEY PERFORMANCE INDICATORS • Restoration of service for Level 3 escalations within SLA/OLA targets. • Reduction in repeat and recurring incidents through permanent fixes. • Timely completion and quality of RCA and post-incident reports. • Effective coordination of major incidents and cross-domain faults. • Continuous 24/7 Level 3 support coverage through effective rostering. • Up-to-date escalation procedures, runbooks, and knowledge base articles. • Timely resolution of vendor/OEM escalations, RMAs, and product defects. • SME team capability development, retention, and performance. • Accurate and regular reporting on escalation trends and SLA performance. 5. MINIMUM REQUIREMENTS • Bachelor’s degree or equivalent NQF-aligned qualification in Engineering, Telecommunications, or Information Technology; or equivalent demonstrated technical experience in lieu of a formal qualification. • At least 5 years of relevant experience in telecommunications network operations, including people leadership of senior technical teams. • Extensive technical experience with demonstrated expertise in one or more of: Microwave transmission, Mobile Radio (RAN) engineering, IP & Transmission networks, or OSS systems. • Proven experience managing complex, cross-domain fault escalations and major incidents in a live telecommunications network environment. • Experience leading major incident management processes and post-incident RCA reporting. • People management experience, with the ability to lead and develop a multi-disciplinary team of senior technical specialists. • Vendor-specific certifications (e.g. Huawei, Ericsson, Nokia, Cisco, Juniper) would be advantageous. • ITIL Foundation or an equivalent service management certification would be advantageous.