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 networks 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.

3. KEY RESPONSIBILITIES

3.1 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.

3.2 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.

3.3 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.

3.4 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.

3.5 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.

3.6 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.

4. KEY PERFORMANCE INDICATORS

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.

5. MINIMUM REQUIREMENTS

Bachelors 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.