SUMMARY:
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POSITION INFO:
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.
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
• 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.
