Shift co-ordinator - Delivery Senior Specialist

Job Description – Shift Coordinator (G9)

Position Overview

Role: Shift Coordinator / Operations Lead
Grade: G9
Function: Network / Infrastructure Operations
Work Model: Shift-based, supporting regional operations

Role Summary

The Shift Coordinator will act as the operational lead during the assigned regional shift, ensuring effective coordination, ticket queue management, communication, escalation, reporting, and continuity of Network and Infrastructure operations.

This is a semi-technical operations leadership role. The individual is not expected to be the primary hands-on technical engineer for all technologies but must possess sufficient technical knowledge to understand incidents, technical discussions, business impact, troubleshooting progress, and recommendations from engineering teams.

The Shift Coordinator will serve as the primary coordination point during the shift and ensure that incidents, service requests, changes, escalations, operational activities, reporting, and shift handovers are effectively managed.

Key Responsibilities

Shift Leadership & Coordination

• Act as the lead and primary coordination point for the assigned regional shift.
• Coordinate activities across Network Operations engineers, SMEs, Service Desk, vendors, and other infrastructure teams.
• Ensure appropriate resources are engaged based on incident severity and technical requirements.
• Monitor operational workload and ensure critical activities receive appropriate priority.
• Coordinate and actively participate in shift handover meetings/processes with incoming and outgoing shifts.
• Ensure all open incidents, escalations, changes, pending actions, risks, and customer-impacting issues are clearly communicated during handover.
• Maintain operational discipline and ensure agreed processes and procedures are followed throughout the shift.

• Ticket Queue Management & Assignment
• Monitor the Network Operations incident, service request, task, and operational ticket queues throughout the shift.
• Review incoming tickets and ensure they are assigned to the appropriate engineer or technical team based on priority, technology, geography, and resource availability.
• Balance ticket assignments across available resources to maintain an appropriate workload distribution.
• Ensure critical and high-priority tickets receive immediate attention and appropriate technical ownership.
• Monitor ticket aging, SLA timelines, pending status, and unresolved tickets.
• Follow up with assigned engineers to ensure tickets are actively progressed and regularly updated.
• Identify tickets at risk of SLA breach and initiate appropriate escalation.
• Ensure tickets are correctly categorized, documented, updated, and progressed in accordance with established operational procedures.

Incident & Escalation Management

• Coordinate P1/P2 and other business-critical incidents during the shift.
• Ensure appropriate technical teams, SMEs, vendors, and stakeholders are engaged in a timely manner.
• Track incident troubleshooting activities, action items, dependencies, and restoration progress.
• Understand technical updates sufficiently to identify gaps, dependencies, or the need for additional technical expertise.
• Ensure timely escalation when resolution is delayed or additional support is required.
• Support Major Incident Management activities and bridge calls as required.
• Ensure appropriate documentation and handover of unresolved incidents.

Daily & Weekly Operational Reporting

• Prepare and distribute daily shift/operations reports covering key operational activities and service performance.
• Provide visibility of open and closed incidents, P1/P2 incidents, critical escalations, ticket backlog, aging tickets, SLA risks/breaches, changes, and significant operational events.
• Prepare or contribute to weekly operational reports and service review information.
• Track operational trends and highlight recurring incidents, backlog concerns, capacity/resource issues, and areas requiring management attention.
• Ensure reporting information is accurate, timely, and aligned with agreed customer and management reporting requirements.
• Work with Operations leadership and SMEs to gather required inputs for weekly reporting and service reviews.

Operational Management

• Monitor incident, request, change, and operational activities during the shift.
• Ensure tickets are properly assigned, updated, progressed, and closed according to agreed processes and SLAs.
• Identify aging or stalled tickets and drive the respective owners for resolution.
• Coordinate planned maintenance and change activities occurring during the shift.
• Ensure appropriate pre-checks, post-checks, validation, and escalation procedures are followed.
• Track recurring operational issues and highlight them to Network Operations leadership for further analysis.

Shift Handover

• Actively participate in and, where required, lead shift handover calls.
• Review the status of all critical incidents, major escalations, pending changes, high-priority tickets, and operational risks before completing the shift.
• Ensure clear ownership is transferred to the incoming shift for all outstanding activities.
• Provide the incoming Shift Coordinator and engineering team with sufficient technical and operational context to continue activities without disruption.
• Document pending actions, owners, expected timelines, and required follow-ups.
• Ensure there are no gaps in operational ownership between regional shifts.

Technical Understanding

The Shift Coordinator should have a working understanding of enterprise infrastructure and networking concepts, including:

• LAN/WAN networking
• Routers and switches
• Firewalls and network security
• Wireless infrastructure
• DNS, DHCP and IP Address Management (DDI)
• Network monitoring and alerting
• Basic routing, switching, TCP/IP and connectivity troubleshooting
• ITSM tools and ticket management
• Monitoring and event-management platforms

Deep hands-on expertise across all technologies is not mandatory; however, the candidate must be capable of understanding technical discussions and translating them into clear operational actions and stakeholder updates.

Communication & Stakeholder Management

• Provide clear and timely operational updates to internal teams, management, and customer stakeholders.
• Communicate technical issues effectively to both technical and non-technical audiences.
• Coordinate with geographically distributed teams across different regions and time zones.
• Maintain professional and structured communication during high-severity incidents and escalations.
• Ensure accurate and concise shift reports, operational summaries, and handover information are provided.

Required Skills & Experience

• Experience in Network Operations, Infrastructure Operations, NOC, Service Operations, or a similar environment.
• Good understanding of enterprise network and infrastructure technologies.
• Experience working in a 24x7 operational/support environment.
• Experience with ticket queue management, ticket assignment, SLA tracking, and operational reporting.
• Familiarity with Incident, Problem, Change, Request and Major Incident Management processes.
• Working knowledge of ITIL-based service management practices.
• Experience with ITSM/ticketing and infrastructure monitoring tools.
• Strong coordination, follow-up, and organizational skills.
• Ability to manage multiple operational priorities simultaneously.
• Strong verbal and written communication skills.
• Ability to remain composed and structured during critical incidents and service outages.
• Ability to work effectively with engineers, SMEs, vendors, management, and customer stakeholders.

Preferred Qualifications

• Bachelor's degree in Engineering, Computer Science, Information Technology, or equivalent experience.
• ITIL Foundation certification preferred.
• Networking certifications such as CCNA or equivalent would be advantageous.
• Previous experience as a NOC Lead, Shift Lead, Operations Coordinator, Incident Coordinator, or Infrastructure Operations Lead is preferred.

Key Competencies

• Shift leadership and ownership
• Ticket queue management and assignment
• Incident and escalation coordination
• Daily and weekly operational reporting
• Shift handover management
• Technical awareness
• Decision-making and prioritization
• SLA and backlog management
• Stakeholder communication
• Team coordination
• Process adherence
• Strong follow-up and ownership
• Ability to work under pressure

Success Criteria

The Shift Coordinator will be successful when:

• Ticket queues are continuously monitored and work is appropriately assigned.
• Critical incidents and operational issues are identified and escalated promptly.
• SLA risks, aging tickets, and backlogs are proactively managed.
• Appropriate technical resources are engaged without unnecessary delays.
• Daily and weekly operational reporting is accurate and delivered on time.
• Shift handovers are structured, accurate, and complete.
• There is clear ownership of all pending activities between outgoing and incoming shifts.
• Customer and management communications are timely and clear.
• Technical teams can focus on troubleshooting while the Shift Coordinator manages coordination, ticket assignment, communication, tracking, reporting, and escalation.
• There is clear operational ownership and continuity across all regional shifts.