The Technical Operations Centre (TOC) Surveillance function maintains operational visibility, service assurance, incident coordination and operational resilience across critical network services. The Team Lead ensures these responsibilities are delivered consistently through operational leadership, governance, process ownership and people development.
The role drives operational standardisation across TOC Surveillance so that processes, work instructions, incident management practices, escalation paths, knowledge assets and performance measures are applied consistently across teams and shifts.
The role supports operational excellence, improved customer outcomes, effective performance management and workforce flexibility by developing structured, repeatable and measurable operational practices.
Working with operational, engineering, automation and transformation teams, the Team Lead supports the evolution of TOC Surveillance towards Data Driven Operations (DDOps) and Next Generation Operations (NGOps).
The role helps build a proactive, resilient and continuously improving operational model aligned to Next Generation Operations capability pillars: Observability, Automation, Resilience and Customer Experience.
