NOC Shift Lead

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About this opportunity:

We are looking for an experienced NOC Shift Lead to manage assigned NOC shift operations within Ericsson Service Delivery. As the shift SPOC, you will coordinate incidents, alarms, escalations, customer concerns, and operational decisions to support service availability, performance, continuity, customer experience, and SLA compliance.

This individual-contributor role supports an automated global or virtual managed-services environment and may include 24/7 shift or on-call work. The position is aligned to Job Stage 5/6 within Automated Operations.

What you will do:

• Lead NOC shift operations, priorities, workload, procedures, escalations, and handovers.
• Coordinate incident investigation, resolution, communication, escalation, and closure.
• Monitor services, alarms, security events, performance, capacity, and customer impact.
• Support critical incidents, preventive maintenance, service assurance, and problem management.
• Maintain accurate tickets, reports, records, knowledge articles, and shift information.
• Monitor automated recovery, investigate automation exceptions, and support reusable automation use cases.
• Coordinate with NOC operators, domain teams, technical authorities, vendors, field operations, and customer-facing teams.
• Share knowledge and recommend improvements to tools, processes, service quality, and customer experience.

The skills you bring:

• Bachelor’s degree or equivalent in Telecommunications, Electronics, Computer Science, IT, or a related discipline.
• Typically 6 or more years of experience in telecommunications, managed services, network operations, IT operations, or service delivery.
• Experience as a NOC Shift Lead, Operations Lead, Incident Lead, or in a comparable role.
• Knowledge of service monitoring, incident management, preventive maintenance, escalation management, ITIL/ITSM, SLA/WLA, and operational reporting.
• Experience with telecom, IT, OSS/BSS, cloud, or multi-vendor environments.
• Knowledge of Ericsson Operations Engine and automation-led managed services is preferred.
• Familiarity with network monitoring, event and fault management, QoS, customer-experience monitoring, and telecom domains such as RAN, Packet Core, VAS, IP, or transport.
• Working knowledge of automation frameworks, scripts, APIs, test automation, or model assurance.
• Strong analytical, troubleshooting, communication, decision-making, customer-orientation, collaboration, and continuous-improvement skills.
• Commitment to information security, compliance, safety, health, and well-being.
• Willingness to work 24/7 shifts or on-call support when required.

At Job Stage 6, you are expected to solve complex problems independently, work within agreed governance, support less-experienced colleagues, and contribute to team quality.