SOC Team Leader - Smart Operations Centre

About the role

Helios Towers, an independent telecommunications infrastructure company operating towers across Africa and Oman, is looking for a SOC Team Leader for its Smart Operations Centre. You will lead real-time operational activities during your assigned shift, ensuring incidents are detected, validated, escalated and restored in line with operational procedures and SLA commitments. You act as operational command lead, working with Maintenance Partners, the Energy Desk, SOC System Support and Optimization Engineers.

Key responsibilities

• Lead real-time monitoring and incident command: validate alarms, correlate events, classify severity and respond using ICCP and associated platforms
• Supervise SOC Monitors on alarm handling, tickets, escalation discipline, documentation and coaching
• Monitor incident-level SLA timers and filter false positives
• Coordinate restoration with Maintenance Partners and the Energy Desk, escalating delays and complex issues to Optimization Engineers (L3) and the SOC Manager
• Manage structured shift handovers and maintain dashboards, incident logs and reports
• Apply the escalation matrix consistently and coordinate site access requests outside office hours
• Act as operational point of contact for MNO NOCs and ensure accurate ICCP and WFM documentation

Required profile

• Bachelor's degree or diploma in Telecommunications, Electrical Engineering, Information Technology, Network Operations or a related field
• 3-5 years in a NOC, SOC or similar 24/7 operational environment
• Experience leading teams, coordinating shifts or supervising technical operators
• Experience in telecommunications, tower infrastructure, utilities or mission-critical operations

Required skills

• Incident management, alarm management, escalation procedures and SLA-driven operations
• Operational platforms such as ICCP, WFM, NMS or RMS
• Desired: strong leadership, analytical and problem-solving skills, attention to detail, stakeholder management and digital proficiency with ICCP, WFM and dashboards