NOC Team Leader - Subsea. Denver, USA

Indigo are a dynamic and innovative company dedicated to providing tier-1 network solutions. We are seeking a passionate and driven individual to take ownership of our Subsea NOC Team (Network Operations Center), ensuring its success and driving continuous enhancements and improvements.

Job Description:

The NOC Team Leader - Subsea is responsible for providing leadership to the shift teams, acting as a point of escalation to ensure that customer SLAs and KPIs are consistently met or exceeded. This role involves ensuring that all necessary tools are in place and functioning effectively to support smooth daily operations, as well as generating reports and root cause analysis documents for stakeholders. The NOC Team Leader is accountable for the successful delivery and achievement of customer SLAs.

The Indigo NOC frequently interacts with its customers’ support teams across the US, UK, and Europe, as well as European and global service partners and suppliers. There is also regular communication with Indigo’s sales teams. Therefore, the NOC Team Leader must be clear, concise, and thorough in all forms of communication, ensuring effective collaboration with both internal and external teams.

Diligence, attention to detail, and the ability to multitask and prioritize work efficiently are critical to success in this role. The NOC Team Leader will need to develop strong working relationships across various departments within Indigo Telecom Group and its Service Partners to facilitate smooth operations and ensure the success of customer engagements.

Responsibilities:

Lead the Delivery of NOC Services:

• Oversee the achievement of customer SLAs and KPIs, ensuring all service objectives are met.
• Ensure that all faults are addressed, logged, and that troubleshooting procedures are followed correctly.
• Take ownership of incidents, managing them calmly and efficiently until resolution.
• Conduct root cause analysis and implement corrective actions where necessary.
• Provide regular ticketing reports to relevant stakeholders to ensure transparency and alignment.
  
  

Lead The NOC Team:

• Serve as the first point of escalation for both NOC teams and internal/external customers.
• Complete customer incident reports within agreed-upon timescales.
• Collaborate with the shift team to evaluate options for meeting SLAs, prioritize tasks, and determine appropriate courses of action.
• Communicate effectively with internal and external teams regarding the selected course of action.
• Ensure all Indigo Telecom Group support function email accounts and network monitoring systems are consistently monitored, with alarms addressed in a timely manner.
• Mentor, coach, and develop team members by setting objectives, conducting one-on-one reviews, and performing mid-year and annual performance appraisals.
• Identify training needs, provide training when possible, and coordinate internal training with colleagues and other departments as needed.
• Maintain 100% accuracy in the company and customer fault management systems, ensuring up-to-date contract management, site information, database administration, and training.
• Manage workload distribution in collaboration with other NOC Team Leaders to ensure optimal team performance.
• Drive the team to deliver exceptional customer service and a best-in-class customer experience.
• Oversee recruitment, disciplinary actions, and terminations for 1st and 2nd Line NOC Engineers in the UK and US.
  
  

Communication With Customers:

• Ensure customers are kept updated on incident progress throughout the ticket lifecycle, adhering to SLA response times both internally and externally.
• Participate in customer review conference calls/meetings as required.
• Serve as the technical escalation point for customer network issues.
  
  

Principal Accountabilities/Objectives - General:

• Leverage management tools to ensure maximum departmental efficiency.
• Create and maintain NOC processes and procedures, while fostering continuous improvement.
• Ensure compliance with Health & Safety standards and assist in addressing any SHEQ non-conformances.
• Participate in SHEQ audits as needed.
• Represent the company professionally at all times, supporting the adoption of Indigo’s corporate culture.
• Promote the highest standards of customer service both internally and externally.
• Provide technical bid support to the sales team when required.
• Be flexible and available to work extended hours and shifts as necessary to support the team.
  
  

Competencies - Skills/Knowledge/Qualifications:

• Previous NOC experience is highly advantageous.
• Familiarity with IP and/or transmission technologies is preferred.
• Essential experience in leading a team.
• Strong ability to build and maintain relationships both internally and externally.
• Proven track record of executing tasks and driving issues to resolution.
• Analytical problem-solving skills with a keen attention to detail.
• Excellent customer service skills.
• Strong verbal and written communication skills in English.
• Motivated to learn and continuously improve skills.
• Ability to identify areas for improvement and recommend actionable solutions.
• Consistently demonstrate independent judgment and discretion in key matters.
• Ability to multitask, prioritize workloads, and remain calm under pressure.
• Proficiency in Microsoft Office and general PC literacy.
• Confident when engaging with customers, subcontractors, suppliers, and internal teams.
• Trusted, reliable, and honest in all dealings.
  
  

,

Competencies - Skills/Knowledge/Qualifications:

• Previous NOC leadership experience is highly advantageous.
• Familiarity with IP and/or transmission technologies is preferred.
• Essential experience in leading a team.
• Strong ability to build and maintain relationships both internally and externally.
• Proven track record of executing tasks and driving issues to resolution.
• Analytical problem-solving skills with a keen attention to detail.
• Excellent customer service skills.
• Strong verbal and written communication skills in English.
• Motivated to learn and continuously improve skills.
• Ability to identify areas for improvement and recommend actionable solutions.
• Consistently demonstrate independent judgment and discretion in key matters.
• Ability to multitask, prioritize workloads, and remain calm under pressure.
• Proficiency in Microsoft Office and general PC literacy.
• Confident when engaging with customers, subcontractors, suppliers, and internal teams.
• Trusted, reliable, and honest in all dealings.
  
  

, At Indigo, you’ll join an inclusive culture that values diversity, integrity, and merit, empowering you to reach your full potential. We welcome candidates from all backgrounds, especially those underrepresented in our industry, including women, people with disabilities, and LGBTQ individuals. As a leader in the telecoms industry, Indigo offers endless opportunities for personal and professional growth in a dynamic market projected to expand from US $1657.70 billion in 2020 to US $2395.47 billion by 2027. With over two decades of experience and a presence in 90 countries, we specialize in cutting-edge technologies like FTTH, 5G, Edge DC, and Subsea. Recognized as one of the UK’s top-performing privately-owned technology companies, we prioritize the well-being and growth of our employees, fostering a respectful and inclusive atmosphere with over 37 nationalities. Our commitment to sustainability and innovation ensures a brighter future. As a proud recipient of the ‘Investors in People’ Gold Award, we invest in your growth and development. Join Indigo and make a real difference in an organization that offers unparalleled opportunities at the right place and time. Embark on an exciting journey with us. At Indigo, our smart, ambitious teams are dedicated to supporting our customers. Our culture of ownership and transparency empowers our team to achieve goals and exceed customer expectations. For over twenty-five years, we’ve partnered with some of the world’s leading network carriers and hyperscalers, with a diverse talent pool comprising 22 nationalities. We celebrate differences, inviting new ideas, creativity, collaboration, and passion from every employee. Our commitment extends beyond the present, as we cultivate and mentor the next generation to access limitless growth opportunities. At Indigo, we understand that our people are the heart of our success. We are deeply committed to nurturing a work culture that prioritizes the well-being and growth of our employees. We take pride in listening to our team and taking action to continually enhance our company’s support and enriching environment. Our diversity is our strength, coming together as one team, we foster an atmosphere of respect and inclusivity, where collaborating with individuals from various backgrounds, cultures, and thinking styles empowers us to evolve into better professionals and leaders.