Technical Operations Lead

We are seeking an experienced Lead for Technical & Operations Management to run our NOC, ensure SLA compliance, provide presales technical support, and develop staff KPIs and governance frameworks.

Key Responsibilities:

- Manage the NOC to ensure operations meet client SLA requirements; establish and maintain NOC governance, policies, and standard operating procedures.

- Define and enforce incident, escalation, change, and problem management processes; drive continuous improvement and automation.

- Support presales activities: accompany sales on client visits, gather requirements, design tailored VSAT solutions, and deliver technical presentations/demos.

- Develop, implement and monitor employee KPIs and performance management processes; lead team hiring, training and development.

- Monitor operational KPIs (availability, MTTR, fault rates, capacity utilization, etc.), produce regular reports to management, and recommend optimizations.

- Coordinate with delivery, product, procurement and account teams to ensure service quality and customer satisfaction.

- Oversee thirdparty vendors and subcontractors to ensure consistent technical and operational delivery.

Qualifications:

- Bachelor's degree in Telecommunications, Electronics, Computer Science, or related field preferred.

- 5+ years experience in satellite communications/VSAT or network operations, with at least 2 years in NOC or team leadership. Presales experience a plus.

- Strong knowledge of VSAT network architecture, link monitoring, IP/MPLS, routing/switching, redundancy and common network tools.

- Familiar with SLA management and ITIL or equivalent operational governance; proven experience defining KPIs and processes.

- Excellent communication and clientfacing skills; able to bridge technical and commercial requirements.

- Strong project management and crossfunctional collaboration skills; ability to work under pressure and travel as required.

Preferred:

- Experience with satellite operators/vendors, international client support, and certifications such as CCNA/CCNP/ITIL.

What We Offer:

- Competitive salary and performance bonus

- Professional development and training opportunities

- Collaborative, flat organization with opportunities to influence technical and operational strategy