Bespoke cloud communications solutions for enhanced CX in APAC
VP – Network Operations Centre
Location
India
Posted
172 days ago
Salary
0
Seniority
Lead
Job Description
VP – Network Operations Centre
Toku
• Lead and operate a 24×7 global NOC covering all Toku platforms and carrier voice/SMS services, with accountability for maintaining 99.99% service availability across Contact Centre, CPaaS, UCaaS, and Microsoft Teams Direct Routing. • Directly own Level 1 operations and define effective engagement and escalation models with Level 2 and Level 3 engineering teams to ensure clear ownership and fast resolution. • Act as the senior escalation point for S1/S2 incidents, owning coordination, decisions, and communications while meeting critical response targets of under 5 minutes for priority alerts. • Ensure Level 1 ticket resolution performance meets defined targets (including average resolution times under 30 minutes) and that all contractual customer SLAs are met without exception. • Standardise, improve, and enforce existing SOPs across all NOC functions, ensuring full operational adoption within the first 90 days and consistent execution thereafter. • Restructure and upskill the NOC so ticket resolution is appropriately distributed across L1, L2, and L3, reducing over-dependence on senior engineers and improving overall throughput. • Own NOC-facing audit preparation and execution, ensuring zero major audit non-compliance findings across ISO, data privacy, incident, and change management reviews. • Build, mentor, and develop a high-performing NOC organisation, maintaining high levels of tool and process certification (>90%) while keeping employee attrition below industry benchmarks. • Drive consistent, high-quality customer interactions during incidents and support engagements, maintaining CSAT scores of 95% or higher for NOC-related touchpoints. • Manage geographically distributed teams across India, Philippines, Malaysia, LATAM, and other regions within a disciplined follow-the-sun operating model. • Partner closely with Engineering, Product, and Service Delivery leaders to align operational realities with platform design, roadmap decisions, and customer commitments. • Provide clear, data-driven operational reporting to senior leadership on availability, incidents, SLA performance, risks, and improvement initiatives. • Work closely with existing leaders during an extended transition period, driving operational change without disrupting live services.
Job Requirements
- 10–15+ years leading large-scale, 24×7 NOC or service operations with direct accountability for uptime, incident response, SLAs, audits, and customer satisfaction.
- Demonstrated experience owning strict contractual targets such as 99.99% availability, sub-5-minute critical response times, and high CSAT performance in production environments.
- Strong track record managing managers and frontline teams, with a clear bias toward operational discipline, performance management, and continuous improvement.
- Hands-on experience leading high-severity incident bridges, executive communications, and customer-facing escalations under time pressure.
- Practical experience applying ITIL-aligned incident, change, and problem management at scale, with the ability to enforce SOP compliance across teams.
- Experience in telecoms, carrier services, CPaaS, UCaaS, or contact centre platforms such as Amazon Connect, Cisco, or Genesys.
- Comfort supporting audits and explaining operational controls, processes, and incident handling to auditors and compliance stakeholders.
- Proven success leading geographically distributed, follow-the-sun operations across multiple regions and time zones.
- Experience stabilising and maturing existing NOC environments rather than building greenfield operations from scratch.
- Willingness to be office-based (India strongly preferred) with frequent international travel, including extended on-site periods with offshore teams.
Benefits
- Training and Development
- Discretionary Yearly Bonus & Salary Review
- Healthcare Coverage based on location
- 20 days Paid Annual Leave (excluding Bank holidays)
