VP – Network Operations Centre

🔥 2 hours ago

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Toku

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2018

📡 Telecommunications

☁️ SaaS

🤝 B2B

💰 $5M Series A - Toku on 2024-11

Telecommunications • SaaS • B2B

Toku is a cloud-based communications and customer experience platform that provides AI-powered conversational and telephony solutions focused on APAC languages and accents. The company offers business telephony integrations (Toku for Microsoft Teams, Toku for Zoom Phone), an AI-powered contact centre, AI voice agents, programmable voice and messaging embeddables, campaign and feedback management tools, and APIs for building in-app calling and messaging. Toku targets enterprises across industries (government, fintech, insurance, travel & hospitality, retail/e-commerce, sharing economy) with use cases like number masking and user verification to improve security and CX.

📋 Description

• 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

• 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

• 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