Lead regional network and infrastructure operations during your assigned shift as a Shift Coordinator. This role is pivotal in ensuring seamless operations through effective ticket queue management, communication, and escalation.

You will act as the central point of coordination, ensuring all operational activities, incidents, and service requests are handled efficiently. While not requiring deep hands-on expertise in every technology, a solid technical understanding is essential for comprehending incident details and facilitating effective troubleshooting discussions.

Key responsibilities include leading the shift, coordinating across various teams (engineers, SMEs, Service Desk, vendors), and monitoring operational workload to ensure critical tasks are prioritized. You will actively manage ticket queues, ensuring timely assignment, progress, and adherence to SLAs. Furthermore, you'll orchestrate incident and escalation management, participate in Major Incident bridges, and prepare daily and weekly operational reports.

Effective shift handover is crucial, ensuring all critical information, pending actions, and ownership are clearly communicated to the incoming shift. You will also coordinate planned maintenance and change activities, track recurring issues, and drive resolutions for aging tickets. Maintaining clear and timely communication with internal teams, management, and stakeholders is paramount.

A strong background in Network or Infrastructure Operations, NOC, or Service Operations is required, along with a good understanding of enterprise network and infrastructure technologies. Experience in a 24x7 operational environment, proficiency with ITSM/ticketing and monitoring tools, and familiarity with ITIL-based service management are essential.

Successful candidates will possess excellent coordination, follow-up, and organizational skills, with the ability to manage multiple priorities under pressure. Strong verbal and written communication skills are vital for effectively interacting with technical and non-technical audiences. A Bachelor's degree in Engineering, Computer Science, Information Technology, or equivalent experience is preferred, as is an ITIL Foundation certification or networking certifications like CCNA.