Level 3 Noc Manager
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Department: Operations: Managed ServicesReporting to: Managed Service Head Job purpose: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. Key responsibilitiesEscalation 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.
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.
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.
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 orconfiguration issues surfaced through escalations.
Support the introduction of new technology, vendors, or network elements by ensuring Level 3 readiness through training, documentation, and tooling.
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.
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.
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.
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.
Strong working knowledge across RAN, Core, Transmission (Microwave/Fibre), IP networking, and OSS/NMS platforms.
Advanced cross-domain fault diagnosis and troubleshooting skills.
Sound understanding of ITIL-aligned incident, problem, and change management.
Ability to manage vendors, OEMs, RMAs, and defect escalations.
Ability to analyse escalation data and produce clear technical reports.
Leadership, coaching, and team development abilities.
Strong analytical, problem-solving, and decision-making skills.
Ability to remain calm and perform under pressure during major incidents.
Excellent communication skills, able to explain complex technical issues to non-technical and executive stakeholders.
High levels of integrity, accountability, and professionalism.
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.
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.
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.
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 orconfiguration issues surfaced through escalations.
Support the introduction of new technology, vendors, or network elements by ensuring Level 3 readiness through training, documentation, and tooling.
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.
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.
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.
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.
Strong working knowledge across RAN, Core, Transmission (Microwave/Fibre), IP networking, and OSS/NMS platforms.
Advanced cross-domain fault diagnosis and troubleshooting skills.
Sound understanding of ITIL-aligned incident, problem, and change management.
Ability to manage vendors, OEMs, RMAs, and defect escalations.
Ability to analyse escalation data and produce clear technical reports.
Leadership, coaching, and team development abilities.
Strong analytical, problem-solving, and decision-making skills.
Ability to remain calm and perform under pressure during major incidents.
Excellent communication skills, able to explain complex technical issues to non-technical and executive stakeholders.
High levels of integrity, accountability, and professionalism.
Desired Skills:
Qualification
5+ yrs experience
telecoms network operations
Microwave transmission
Mobile Radio (RAN) engineering
IP&Transmission networks
OSS sys