SOC Team Leader

About the role

Helios Towers is seeking a SOC Team Leader to manage real‑time operational activities within its Smart Operations Centre (SOC). The leader will oversee incident detection, validation, escalation and restoration during an assigned shift, ensuring compliance with operational procedures and SLA commitments.

Key responsibilities

• Lead real‑time monitoring and incident command, validating alarms, correlating events and classifying severity.
• Supervise SOC Monitors, ensuring consistent alarm handling, ticket creation, escalation discipline and documentation quality.
• Monitor SLA timers, filter false‑positive alarms and guarantee timely response and restoration.
• Coordinate restoration activities with Maintenance Partners, the Energy Desk and other support teams, escalating complex issues to L3 engineers and the SOC Manager.
• Manage structured shift handovers, documenting open incidents, risks, pending actions and ownership.
• Maintain operational dashboards, incident logs and real‑time reporting for visibility and decision‑making.
• Apply the escalation matrix during major incidents and ensure site access requests are validated and traceable.

Required profile

• Proven experience in telecom operations or similar real‑time monitoring environments.
• Strong leadership skills with the ability to coach and guide SOC monitors.
• Excellent understanding of incident lifecycle management and SLA compliance.
• Ability to work under pressure, make swift decisions and coordinate multiple stakeholders.

Required skills

• ICCP (International Cable Control Protocol) and associated operational platforms.

What we offer

• Opportunity to lead a critical function within a leading African telecom infrastructure company.
• Exposure to multi‑market operations across Africa and the Middle East.