VP – Network Operations Centre

At Toku, we create bespoke cloud communications and customer engagement solutions to reimagine customer experiences for enterprises. We provide an end-to-end approach to help businesses overcome the complexity of digital transformation and deliver mission-critical CX through cloud communication solutions. Toku combines local strategic consulting expertise, bespoke technology, regional in-country infrastructure, connectivity, and global reach to serve the diverse needs of enterprises operating at scale. Headquartered in Singapore, Toku supports customers across APAC and beyond, with a growing footprint across global markets.

As Vice President – Network Operations Centre (NOC), you will own and lead Toku’s global 24×7 NOC function, with direct accountability for service availability, incident performance, SLA compliance, audit readiness, and customer satisfaction across all platforms. This is a senior leadership role focused on people, process, and escalation ownership rather than hands-on troubleshooting, operating across a distributed follow-the-sun model. You will thrive in this role if you are comfortable owning strict contractual KPIs, leading teams through operational change, and delivering industry best results on availability and SLA performance.

Requirements

What you will be doing

• Global NOC leadership and availability ownership: Lead and operate a 24×7 global NOC covering all Toku platforms and carrier voice/SMS services, with accountability for maintaining 99.99% service availability across Contact Centre, CPaaS, UCaaS, and Microsoft Teams Direct Routing.

• People management and operating structure: Directly own Level 1 operations and define effective engagement and escalation models with Level 2 and Level 3 engineering teams to ensure clear ownership and fast resolution.

• Incident escalation and response performance: Act as the senior escalation point for S1/S2 incidents, owning coordination, decisions, and communications while meeting critical response targets of under 5 minutes for priority alerts.

• Resolution efficiency and SLA delivery: Ensure Level 1 ticket resolution performance meets defined targets (including average resolution times under 30 minutes) and that all contractual customer SLAs are met without exception.

• Process maturity and SOP enforcement: Standardise, improve, and enforce existing SOPs across all NOC functions, ensuring full operational adoption within the first 90 days and consistent execution thereafter.

• Capability rebalancing and efficiency: Restructure and upskill the NOC so ticket resolution is appropriately distributed across L1, L2, and L3, reducing over-dependence on senior engineers and improving overall throughput.

• Audit readiness and compliance: Own NOC-facing audit preparation and execution, ensuring zero major audit non-compliance findings across ISO, data privacy, incident, and change management reviews.

• Team development and retention: Build, mentor, and develop a high-performing NOC organisation, maintaining high levels of tool and process certification (>90%) while keeping employee attrition below industry benchmarks.

• Customer experience ownership: Drive consistent, high-quality customer interactions during incidents and support engagements, maintaining CSAT scores of 95% or higher for NOC-related touchpoints.

• Global operating model leadership: Manage geographically distributed teams across India, Philippines, Malaysia, LATAM, and other regions within a disciplined follow-the-sun operating model.

• Cross-functional collaboration: Partner closely with Engineering, Product, and Service Delivery leaders to align operational realities with platform design, roadmap decisions, and customer commitments.

• Executive reporting and transparency: Provide clear, data-driven operational reporting to senior leadership on availability, incidents, SLA performance, risks, and improvement initiatives.

• Transition and change leadership: Work closely with existing leaders during an extended transition period, driving operational change without disrupting live services.

We’d love to hear from you if you have

• Senior NOC leadership experience: 10–15+ years leading large-scale, 24×7 NOC or service operations with direct accountability for uptime, incident response, SLAs, audits, and customer satisfaction.

• Proven KPI ownership: Demonstrated experience owning strict contractual targets such as 99.99% availability, sub-5-minute critical response times, and high CSAT performance in production environments.

• People and process leadership: Strong track record managing managers and frontline teams, with a clear bias toward operational discipline, performance management, and continuous improvement.

• Major incident management expertise: Hands-on experience leading high-severity incident bridges, executive communications, and customer-facing escalations under time pressure.

• ITIL-oriented service operations: Practical experience applying ITIL-aligned incident, change, and problem management at scale, with the ability to enforce SOP compliance across teams.

• Telecoms and platform domain background: Experience in telecoms, carrier services, CPaaS, UCaaS, or contact centre platforms such as Amazon Connect, Cisco, or Genesys.

• Audit-facing operational experience: Comfort supporting audits and explaining operational controls, processes, and incident handling to auditors and compliance stakeholders.

• Global team leadership: Proven success leading geographically distributed, follow-the-sun operations across multiple regions and time zones.

• Operational transformation capability: Experience stabilising and maturing existing NOC environments rather than building greenfield operations from scratch.

• Location and mobility: Willingness to be office-based (India strongly preferred) with frequent international travel, including extended on-site periods with offshore teams.

What would you get?

• Training and Development

• Discretionary Yearly Bonus & Salary Review

• Healthcare Coverage based on location

• 20 days Paid Annual Leave (excluding Bank holidays)

Toku has been recognised as a LinkedIn Top Startup and by the Financial Times as one of APAC’s Top 500 High Growth Companies. If you’re looking to be part of a company on a strong growth trajectory while working on meaningful, real-world challenges, we’d love to hear from you.