Assistant Vice President, Network Operations Center

2 weeks ago

Manila, National Capital Region, Philippines PCCW GLOBAL Limited Full time $90,000 - $120,000 per year

Job Title: Assistant Vice President, Network Operations Center (NOC)

General Function

The Assistant Vice President of the International Telecom Network Operations Center (NOC) is responsible for managing, directing and controlling the Global Services Operations Center quality operations of the Global Services in a cost-efficient manner.

The AVP is leading and transforming the global NOC operations. This role acknowledges current operational efforts and challenges, positions the NOC as a Customer Experience Hub, and drives team evolution and transformation to meet future demands. The AVP will ensure high service availability, operational excellence, and customer satisfaction across international telecom services.

Key Responsibilities

  1. Operational Leadership & Service Assurance

  2. Ensure the smooth NOC operations of Center Operations and responds to service restoration promptly.

  3. Manage 24x7x365 operation teams to ensure seamless service restoration and network reliability.
  4. Plan and optimize manpower and operational procedures to support round-the-clock incident management.

  5. Monitor service performance and lead cross-functional initiatives to drive continuous improvement.

  6. Acknowledge & Enhance Current Operations

  7. Recognize and build upon existing operational strengths and address ongoing challenges.

  8. Promote a culture of transparency, learning, and resilience within the team.
  9. Liaise with internal and external working partners to formulate and establish the pertinent operational processes.
  10. Lead and guide all team members by giving operational and technical trainings with the appropriated operating documents for maintaining quality customer service effectiveness.

  11. Conduct root cause analysis and implement corrective and preventive actions for service issues.

  12. Customer Experience Hub

  13. Position the NOC as a support for customer experience by integrating customer feedback and service quality metrics.

  14. Collaborate with Service management, and internal Tier teams to enhance customer satisfaction and responsiveness.
  15. Ensure timely and effective communication with stakeholders during service incidents and escalations.

  16. Coordinate with Quality team to improve customer experience through tracking and reporting any customer services issue.

  17. Team Evolution & Transformation

  18. Lead the transformation of the NOC team through talent development, training, and adoption of new technologies.

  19. Foster a high-performance culture focused on agility, innovation, and accountability.

  20. Plan and coordinate resources for new network deployments and service launches.

  21. Governance & Compliance

  22. Ensure compliance with international telecom regulations, information security, and data privacy policies.

  23. Establish and maintain robust operational governance, documentation, and reporting standards.
  24. Monitor achievement the KPIs of each operations center.

Job Requirement / Qualifications / Skills

  • University Degree in Telecommunications, Engineering, Information Technology, or related field.
  • 10+ years of experience in telecom network operations, with at least 5 years in a senior leadership role.
  • Strong understanding of telecom technologies, NOC tools, and ITIL/DevOps practices.
  • Proven leadership in managing international teams and large-scale network infrastructures.
  • Excellent interpersonal, communication, and stakeholder management skills.
  • Customer-focused mindset with the ability to work independently under pressure.

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