Network Operations Center (NOC) Coordinator | DOMINICAN REPUBLIC
Job Description
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PURPOSE:
Act as the operational and functional lead for assigned NOC Attendants, ensuring service continuity, quality, and compliance with PTI procedures and KPIs. This role provides day-to-day direction, coaching, and first-level escalation support, while the NOC Supervisor retains overall workforce planning and strategic ownership.
FUNCTIONS:
- Provide day-to-day operational directions to assigned NOC Attendants to ensure coverage, service continuity, and quality.
- Act as first-level escalation point for operational incidents and complex access requests during assigned shifts; escalate to the NOC Supervisor per the escalation matrix as required.
- Ensure team adherence to SLAs, KPIs, escalation matrices, and access procedures; identify non-compliance trends and raise to the NOC Supervisor.
- Monitoring access requests and incidents subject to contractual penalties and drive timely resolution through proper triage, follow-up, and escalation.
- Coach, support, and provide performance feedback to NOC Attendants; reinforce standards and address issues through the appropriate escalation path.
- Ensure effective communication between shifts and across regions to support multi-time-zone operations.
- Lead shift handovers and ensure continuity of information, open incidents, and pending access requests.
- Maintain and validate operational documentation, access procedures, and escalation matrices; propose updates to the NOC Supervisor for approval.
- Support the NOC Supervisor with day-to-day workforce coordination (e.g., coverage gaps, shift changes, handover continuity)
- Generate, review, and communicate operational reports and shift summaries used for performance monitoring and decision-making.
- Coordinate with internal departments and external partners as required to resolve incidents and complete access requests.
These job functions are representative of tasks accomplished by incumbents. The list is not exhaustive; incumbents perform other related tasks.
WORKING CONDITIONS AND PHYSICAL DEMANDS:
Position works in a standard office environment and in the field. Standing, sitting, driving, and walking required daily. Job will involve minimal travel.
QUALIFICATIONS:
- Engineering or technical degree (or equivalent experience).
- Minimum 3–5 years experience in a Network Operations Center or similar operational environment.
- Demonstrated leadership or coordination experience.
- Strong operational, analytical, and problem-solving skills.
- Advanced English proficiency (written and spoken).
- Experience with ticketing systems and electronic access platforms is required (e.g., services now)
- Experience working in international and multi-time-zone operations is preferred.
It is the policy and practice of this Company to prohibit any form of discrimination or harassment based on race, color, religion, sex, gender identity, sexual orientation, transgender status, national origin, age, disability, military or veteran status, or status in any group protected by federal, state, or local law.