***Applicants should be available and willing to work on site, depending on business needs and have schedule flexibility***

About the role

The Operations Team Leader - NOC is responsible for the direct management, monitoring, and development of the Network Operations Center (NOC) team. This role provides the necessary leadership and technical guidance to ensure the team effectively performs its tasks and meets all assigned network performance metrics. The NOC Team Leader is a critical point of contact for network-related issues, responsible for minimizing service disruptions and ensuring network integrity.

Responsibilities:
Lead, mentor, and coach NOC engineers, providing direction and continuous performance feedback, monitor key network metrics, with a primary focus on Mean Time to Repair (MTTR), develop and implement action plans to address and resolve network incidents, ensuring timely and effective solutions, oversee the escalation of complex incidents to Tier 0 and Tier 1 engineering teams, ensuring clear communication and prompt resolution, ensure the team maintains quality standards and adheres to established protocols and procedures, conduct post-incident reviews to identify root causes and implement preventative measures, and manage team schedules to ensure 24/7 coverage and operational readiness. 

Requirements:

• Minimum of 2 years of experience in a Network Operations Center (NOC) environment.

• Demonstrated experience with Passive Optical Network (PON), Optical Line Terminal (OLT), and Fiber to the Home (FTTH) technologies.

• Schedule flexibility to support 24/7 operations and on-call rotations.

• Knowledge of network monitoring tools and systems such as Netcracker and Service Now.

• Schedule flexibility (afternoon or graveyard schedules)

Skills:

• Strong people management skills, including coaching, motivation, and leadership.

• Advanced technical troubleshooting and problem-solving skills.

• Solutions-oriented mindset and ability to perform root cause analysis.

• Excellent verbal and written communication skills to effectively report on incidents and collaborate with other technical teams.

• Ability to work under pressure and manage multiple priorities during critical incidents.

• Strong analytical skills to interpret network data and performance metrics.

• Presentation skills.

• Client relationship skills.

Core Competencies: 

• Managing self development.

• Embracing technology. 

• Giving support.

• Teamwork.

• Results orientated

Studies & Experience:

• Associate's or Bachelor's degree in a technical field such as Computer Science, Information Technology, or a related discipline is preferred.

• Relevant industry certifications (e.g., CompTIA Network+, CCNA) are a significant plus.

• Proven leadership experience in a technical or IT environment is a must.

Equal Opportunity Employer

At TELUS Digital, we are proud to be an equal opportunity employer and are committed to creating a diverse and inclusive workplace. All aspects of employment, including the decision to hire and promote, are based on applicants’ qualifications, merits, competence, and performance without regard to any characteristic related to diversity.