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Toku

VP – Network Operations Centre

Toku

Vice President – Network Operations Centre overseeing Toku's global 24×7 NOC function. Leading teams in maintaining service availability, incident response, and high customer satisfaction.

Posted 7/27/2026full-timeRemote • 🇮🇳 IndiaLeadWebsite

About the role

Key responsibilities & impact
  • Own and lead Toku’s global 24×7 NOC function
  • Lead and operate a 24×7 global NOC covering all Toku platforms and carrier voice/SMS services
  • Directly own Level 1 operations and define effective engagement and escalation models
  • Act as the senior escalation point for S1/S2 incidents
  • Ensure Level 1 ticket resolution performance meets defined targets
  • Standardise, improve, and enforce existing SOPs across all NOC functions
  • Restructure and upskill the NOC so ticket resolution is appropriately distributed
  • Own NOC-facing audit preparation and execution
  • Build, mentor, and develop a high-performing NOC organization
  • Drive consistent, high-quality customer interactions during incidents and support engagements
  • Manage geographically distributed teams across India, Philippines, Malaysia, LATAM, and other regions
  • Provide clear, data-driven operational reporting to senior leadership
  • Work closely with existing leaders during an extended transition period

Requirements

What you’ll need
  • 10–15+ years leading large-scale, 24×7 NOC or service operations
  • Demonstrated experience owning strict contractual targets such as 99.99% availability
  • Strong track record managing managers and frontline teams
  • Hands-on experience leading high-severity incident bridges
  • Practical experience applying ITIL-aligned incident, change, and problem management at scale
  • Experience in telecoms, carrier services, CPaaS, UCaaS, or contact centre platforms such as Amazon Connect, Cisco, or Genesys
  • Comfort supporting audits and explaining operational controls

Benefits

Comp & perks
  • Training and Development
  • Discretionary Yearly Bonus & Salary Review
  • Healthcare Coverage based on location
  • 20 days Paid Annual Leave (15 days for Malaysia based roles), plus other leave allowances