VP – Network Operations Centre

🕒 December 24, 2025

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Toku

WebsiteLinkedInAll Job Openings

51 - 200 employees

📡 Telecommunications

☁️ SaaS

💰 $5M Series A on 2022-10

Telecommunications • SaaS • AI

Toku is a company that specializes in AI-powered communication solutions, focusing particularly on customer engagement and business telephony. They offer a wide range of products, including conversational AI platforms, AI voice agents, and business telephony solutions for platforms like Microsoft Teams and Zoom Phone. Their services also include customer engagement tools such as contact centers, campaign managers, and feedback management systems. Toku is particularly focused on enhancing customer experience (CX) in the APAC region with solutions tailored to address unique language and communication challenges in the area. Additionally, Toku provides embedded communication solutions like programmable voice and messaging, user verification, and number masking to enhance security and efficiency in client communications. They cater to various industries including government, fintech, insurance, and travel, aiming to provide omnichannel and seamless digital experiences.

📋 Description

• 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. • 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. • 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. • 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. • Standardise, improve, and enforce existing SOPs across all NOC functions, ensuring full operational adoption within the first 90 days and consistent execution thereafter. • 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. • Own NOC-facing audit preparation and execution, ensuring zero major audit non-compliance findings across ISO, data privacy, incident, and change management reviews. • 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. • Drive consistent, high-quality customer interactions during incidents and support engagements, maintaining CSAT scores of 95% or higher for NOC-related touchpoints. • Manage geographically distributed teams across India, Philippines, Malaysia, LATAM, and other regions within a disciplined follow-the-sun operating model. • Partner closely with Engineering, Product, and Service Delivery leaders to align operational realities with platform design, roadmap decisions, and customer commitments. • Provide clear, data-driven operational reporting to senior leadership on availability, incidents, SLA performance, risks, and improvement initiatives. • Work closely with existing leaders during an extended transition period, driving operational change without disrupting live services.

🎯 Requirements

• 10–15+ years leading large-scale, 24×7 NOC or service operations with direct accountability for uptime, incident response, SLAs, audits, and customer satisfaction. • Demonstrated experience owning strict contractual targets such as 99.99% availability, sub-5-minute critical response times, and high CSAT performance in production environments. • Strong track record managing managers and frontline teams, with a clear bias toward operational discipline, performance management, and continuous improvement. • Hands-on experience leading high-severity incident bridges, executive communications, and customer-facing escalations under time pressure. • Practical experience applying ITIL-aligned incident, change, and problem management at scale, with the ability to enforce SOP compliance across teams. • 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, processes, and incident handling to auditors and compliance stakeholders. • Proven success leading geographically distributed, follow-the-sun operations across multiple regions and time zones. • Experience stabilising and maturing existing NOC environments rather than building greenfield operations from scratch. • Willingness to be office-based (India strongly preferred) with frequent international travel, including extended on-site periods with offshore teams.

🏖️ Benefits

• Training and Development • Discretionary Yearly Bonus & Salary Review • Healthcare Coverage based on location • 20 days Paid Annual Leave (excluding Bank holidays)