SOC Team Leader

About the role

Helios Towers is seeking a SOC Team Leader to oversee real‑time operational activities within its Smart Operations Centre. The role involves leading a shift, ensuring incidents are detected, validated, escalated and restored in line with procedures and SLA commitments.

Key responsibilities

• Lead real‑time monitoring and incident command, validating alarms, correlating events and classifying severity using ICCP and related platforms.
• Supervise SOC Monitors, ensuring consistent alarm handling, ticket creation, escalation discipline and documentation quality.
• Monitor SLA timers, coordinate restoration with Maintenance Partners, Energy Desk and other support teams, and manage structured shift handovers.
• Maintain operational dashboards, incident logs and real‑time reporting, and apply the escalation matrix during major incidents.

Required profile

• Bachelor’s degree or diploma in Telecommunications, Electrical Engineering, IT, Network Operations or related field.
• 3–5 years experience in a NOC/SOC or similar 24/7 operational environment, with prior team‑lead or supervisory experience.
• Strong understanding of incident and alarm management, escalation procedures and SLA‑driven operations.

Required skills

• Proficiency with ICCP, WFM, NMS and RMS monitoring platforms.
• Experience using operational dashboards and other monitoring tools.