Level 3 NOC Manager

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.

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.
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. 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.
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.
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.
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

• 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.