VP – Network Operations Centre
TokuBengaluru, Karnataka, India • Kuala Lumpur, Malaysia
Posted January 31, 2025
Full Time
About the Company
Toku is a cloud communications and customer engagement solutions provider that helps enterprises overcome the complexity of digital transformation and deliver mission-critical CX through cloud communication solutions.
Job Description
Toku is seeking a VP – Network Operations Centre to lead and operate a 24×7 global NOC function, with direct accountability for service availability, incident performance, SLA compliance, audit readiness, and customer satisfaction across all platforms.
Requirements
- Global NOC leadership and availability ownership
- People management and operating structure
- Incident escalation and response performance
- Resolution efficiency and SLA delivery
- Process maturity and SOP enforcement
- Capability rebalancing and efficiency
- Audit readiness and compliance
- Team development and retention
- Customer experience ownership
- Global operating model leadership
- Cross-functional collaboration
- Executive reporting and transparency
- Transition and change leadership
Benefits
- 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
