Corporate NOC Shift Lead – Zong (CMPak Ltd.)

Division: Network Operations & Monitoring Center (NOMC)

Job Overview

Zong is looking for an experienced Corporate NOC Shift Lead to oversee 24/7 network operations and ensure seamless service delivery for enterprise customers. This role involves supervising L1 and L2 NOC engineers, managing incident response, ensuring SLA compliance, and coordinating with internal and external stakeholders to maintain high service availability and performance.

Key Responsibilities

• Lead and supervise L1 & L2 NOC engineers during assigned shifts.

• Allocate tasks efficiently based on priorities and network impact.

• Ensure proper shift handover with complete incident and activity documentation.

• Monitor corporate network infrastructure including IP/MPLS, transmission, data, and voice services.

• Ensure timely detection, troubleshooting, escalation, and resolution of incidents.

• Validate Root Cause Analysis (RCA) and corrective actions for major outages.

• Coordinate with Core, Transmission, Field Operations, and upstream partners for issue resolution.

• Communicate incident updates to management and corporate customers as per SLA.

• Identify recurring issues and support problem management initiatives.

• Ensure accurate ticket logging and documentation in monitoring systems.

• Prepare detailed shift reports including incidents, resolutions, and pending actions.

• Maintain updated SOPs, escalation matrices, and operational documentation.

• Support proactive customer communication for planned outages and major incidents.

• Monitor SLA/KPI performance and highlight deviations.

• Recommend process, system, and workflow improvements to enhance NOC efficiency.

Eligibility Criteria

Education

• Bachelor’s degree in Telecommunications or a relevant discipline

• Certifications (Preferred): CCNP or equivalent

Experience

• Minimum 5+ years of experience in Network Operations, NOC, or Configuration roles

Required Skills

Technical Skills

• Strong understanding of IP/MPLS, BGP, DIA, OSPF

• Hands-on experience with Transmission technologies (SDH, DWDM, Ethernet, PTN, OTN)

• Knowledge of Voice platforms (VPBX, SIP, VoIP)

• Familiarity with Mobility products (ZVERSE, PTT, IoT SIMs, A2P)

• Experience with network monitoring tools such as SolarWinds, PRTG, Spectrum, etc.

• Strong command of incident management and ticketing systems

Soft Skills

• Excellent analytical and problem-solving abilities

• Strong verbal and written communication skills

• Ability to perform under pressure in a 24/7 operational environment

• Proactive mindset with strong leadership and teamwork capabilities

Why Join Zong?

• Work with one of Pakistan’s leading telecom operators

• Opportunity to lead enterprise-level network operations

• Dynamic, fast-paced, and technology-driven environment

• Career growth and professional development opportunities