Category
Engineering
Location
Cyberjaya
Start
Immediate
Employment
Full Time
Remuneration
Company
IX Telecom Sdn Bhd
About IX Telecom
IX Telecom is a global, award-winning Virtual Network Operator (VNO) that offers internet connectivity, SD-WAN, and managed services. Our solutions can be deployed in more than 200 countries and territories to support global businesses.
We provide a seamless, more innovative network and internet access experience to ISPs, system integrators, agencies, financial institutions, MNCs, airlines and embassies worldwide. Delve into borderless connectivity with IX. Join us by applying for the job vacancy below.
Job Description
Overview
As the NOC Manager, you will be at the forefront of our 24/7 operations, providing leadership to both Helpdesk and Technical Support teams. Your role will be pivotal in ensuring end-to-end incident management, SLA compliance, and process governance under ITIL. You will also be able to work with cutting-edge technologies, including intelligent automation and optical technologies like ZTE GPON, NGT, and DWDM.
Key Responsibilities
Operational Oversight
- Oversee 24/7 NOC operations and shift activities
- Ensure adherence to SOPs, SLAs, and uptime targets
- Maintain escalation flow between Helpdesk and Technical Support
Incident & Problem Management
- Lead critical incident response and escalations
- Manage incident lifecycle using ITIL principles
- Drive Root Cause Analysis (RCA) and continuous service improvements
People Management
- Supervise and mentor Team Leads and NOC engineers
- Conduct performance reviews, skills assessments, and certification tracking.
- Manage staff scheduling, shift coverage, and on-call planning
Process & Automation
- Optimise ticket workflows and monitoring tools
- Promote AI-driven and automation improvements to reduce MTTR
- Ensure documentation, SOPs, and reports are up to date
Reporting & Stakeholder Communication
- Report incident trends and KPI performance to leadership
- Represent NOC in cross-functional meetings and audits
- Deliver training and onboarding programs
ZTE & Optical Network Oversight
- Review and support activities involving ZTE GPON, NGT, and DWDM
- Collaborate with engineering for optimisation and rollout strategies
Qualifications
Education & Certifications
- Bachelor’s degree in Networking, Telecommunications, or equivalent
- Certifications: CCNA required; ITIL or CCNP preferred
Experience
- Minimum 3–5 years in NOC or network operations, including 1–2 years in leadership roles
Technical Skills
- Proficient in IP/MPLS, SD-WAN, BGP, OSPF, VLAN
- Familiarity with monitoring/ticketing tools like LibreNMS, PRTG, Zoho Desk, or similar platforms
- Knowledge in log analysis, packet tracing, and root cause investigations
- Experience with ZTE GPON configurations, provisioning, and diagnostics
- Familiarity with the ZTE NGT platform and network service orchestration
- Understanding of DWDM transmission systems, fibre optics, and ZTE OTN equipment
- Ability to coordinate fault isolation and recovery in ZTE optical network elements
Soft Skills
- Excellent leadership, analytical, and communication skills
- Strong command in SLA management, incident handling, and team development
