Operations Team Leader – Network Operations

We’re looking for a proactive and experienced Operations Team Leader to lead and manage a high-performing technical team within the telecom domain. This role involves overseeing end-to-end operational performance for Radio Access Network and Service Desk environments. The candidate will be responsible for managing service delivery, ensuring SLA adherence, mentoring team members, driving process optimization, and serving as a key escalation point for technical and process-related issues. This position requires a strategic mindset with strong leadership skills to ensure consistent and high-quality service delivery.

• Oversee the execution of operational activities and ensure compliance with SLAs and KPIs.
• Act as a primary escalation point for major incidents and critical service-affecting issues.
• Coordinate with cross-functional teams, including Planning, Optimization, NOC, and Delivery.
• Develop shift rosters, allocate resources effectively, and ensure smooth operations
• Conduct regular performance reviews and provide guidance for individual development plans.
• Lead, mentor, and manage a team of engineers working on RAN operations, fault management, and service desk tasks.
• Lead and manage Configurations, Auditing and Acceptance on Telecommunications Radio Access Networks
• Review and refine operational processes to drive efficiency, automation, and service improvement.
• Facilitate knowledge transfer, on-the-job training, and maintain team documentation and SOPs.
• Ensure timely generation of daily, weekly, and monthly operational reports with analysis and insights.
• Participate in internal and external stakeholder meetings, providing updates and action plans on key issues.

• Bachelor’s in Telecommunications or related field.
• 10 to 12 years of experience in telecom operations with at least 2 years in a team leadership or coordination role.
• Deep understanding of mobile network technologies including GSM, UMTS, LTE, and 5G.
• Strong experience with vendor OSS tools (Ericsson, Nokia, Huawei, ZTE) and network management systems.
• Working knowledge of ITIL-based processes including Incident, Problem, and Change Management.

Key ITIL Concepts: Incident Management, Problem Management, Change Management, Service Level Management, Configuration Management, Continual Service Improvement (CSI)

• Experience managing SLAs, monitoring KPIs, and handling escalations effectively.
• Excellent communication, reporting, and interpersonal skills with the ability to interact with senior stakeholders.
• Demonstrated ability to coach, lead, and develop high-performing teams.
• Ability to prioritize tasks, handle pressure, and deliver results in dynamic environments.
• Willingness to support rotational shifts and on-call responsibilities, including weekends and holidays.

• Vendor-specific certifications (Ericsson, Nokia, Huawei, ZTE).
• Hands-on experience with automation/scripting tools (Excel macros, SQL, Python, etc.).
• Experience working with global telecom operators and multicultural teams.
• Strong understanding of service assurance, customer experience metrics, and proactive fault resolution.