SOC Team Leader – Smart Operations Centre

About the role

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

Key responsibilities

• Lead real‑time monitoring and incident command during assigned shifts, validating alarms, correlating events, classifying severity and driving timely response using ICCP and related platforms.
• Supervise SOC Monitors, ensuring consistent alarm handling, ticket creation, escalation discipline and high‑quality documentation while providing coaching.
• Monitor SLA timers, filter false positives and ensure response and restoration actions meet service commitments.
• Coordinate restoration activities with Maintenance Partners, the Energy Desk and support teams, escalating complex issues to L3 Optimization Engineers and the SOC Manager.
• Manage structured shift handovers, documenting open incidents, risks, pending actions and ownership for seamless transition.
• Maintain operational dashboards, incident logs and real‑time reporting to give clear visibility and support decision‑making.
• Apply the escalation matrix consistently during major incidents and service‑impacting events.

Required profile

• Proven experience leading a SOC or similar real‑time operations team.
• Strong understanding of incident lifecycle, SLA management and escalation procedures.
• Ability to coach and develop SOC monitors while maintaining high standards of execution.
• Effective communication and coordination with maintenance, energy and engineering teams.

Required skills

• ICCP (International Common Control Protocol) and associated operational platforms.
• Incident management and alarm handling tools.
• Dashboard and real‑time reporting systems.

What we offer

• Opportunity to work with a leading independent telecommunications infrastructure company operating across Africa and the Middle East.
• Leadership role within a critical operational function.
• Collaborative environment with cross‑functional teams.