Network Operations Shift Manager

SUMMARY:
Our client in the Telecommunications Technology sector is looking for a Network Operations Shift Manager on a contract duration of 12 months. 

Role Purpose:
The NOC Shift Manager is responsible for leading 24/7/365 TowerCo operational monitoring and real-time management of tower passive infrastructure, power systems, and environmental alarms. The role coordinates shift resources to ensure uninterrupted service availability for MNO tenants, proactively identifying and resolving power, site, and infrastructure-related incidents. Acting as the Incident Commander during high-severity outages, the NOC Shift Manager drives rapid triage, escalation, and restoration efforts across internal teams, energy partners, vendors, security providers, and TowerCo field operations.

POSITION INFO:
Accountabilities: Take accountability for 24/7 monitoring of tower power systems (grid, DG, solar, BESS), passive infrastructure, and environmental alarms. Manage real-time detection, triage, and escalation of outages, theft events, generator faults, and power failures. Lead P1/P2 incident response and act as Incident Commander during major service-impacting events. Ensure accurate logging, ticket creation, and SLA-based prioritisation of incidents. Coordinate shift workers, manage rosters, shift planning, leave schedules, and resource optimisation. Ensure high-quality shift handovers with full visibility of ongoing issues. Provide Tier 2 support and diagnosis for escalated power and site-related issues. Collaborate with field teams, energy service partners, TowerCo's, and vendors to expedite resolution. Manage stakeholder communication during incidents, including MNO customers and internal Enforce NOC SOPs, change controls, maintenance windows, and site access protocols. Produce shift performance reports, including outage summaries, MTTR trends, SLA risks, and operational insights. Maintain complete, accurate, and audit-ready incident documentation. Core competencies, knowledge, and experience: Strong understanding of tower passive infrastructure (towers, shelters, cooling, security systems). Experience with hybrid power systems: solar PV, BESS, DG, grid, ATS/AMF, rectifiers, -48V systems. Proficiency with monitoring systems (OSS, telemetry dashboards, SNMP tools). Ability to diagnose escalated power and infrastructure issues quickly and accurately. Strong organisational skills for shift management and resource planning. High emotional intelligence, conflict management, and leadership under pressure. Strong customer-centric mindset and communication capability. Experience managing multi-stakeholder environments including Esco's, TowerCo's, and vendors. Must have technical / professional qualifications: 3-5 years' experience in NOC operations, preferably in a TowerCo or telecom environment. Experience coordinating shifts and operational teams in a 24/7/365 setting. Strong technical background in network or power operations with monitoring tool proficiency. Engineering, IT, Telecommunications, or Operations qualification preferred. ITIL certification or training is advantageous.