Remote Network Operations Center Supervisor

Summary

Join a company delivering hyperconnectivity services as a Network Operations Supervisor. Oversee day-to-day operations of the NOC, ensure high-quality service delivery, manage team performance, and drive continuous improvement to meet SLAs.

Requirements

• MS Office – Intermediate (advanced)
• Intermediate knowledge of ITSM tools (Siebel, Remedy, ServiceNow, Clarify, HEAT) (must)
• English – fluent (mandatory)
• 3+ years of Customer Service/TAC experience in a telecommunications environment with 3+ years of experience as a line/matrix manager of a customer-facing team
• 1+ years’ experience in Customer Service/Contact Centre/Help Desk/Service Desk Team leader role (must)
• Experience/knowledge of Shift working
• 2+ years in a process-driven organization (must)
• Experience working in a multi-cultural/international environment (must)
• Experience in fault diagnosis/troubleshooting and fulfilling requests (must)
• 1+ years’ experience managing people (desirable)
• Proven experience managing NOC, preferably in a managed services environment
• Strong technical background with expertise in network operations and ITIL best practices
• Excellent leadership, communication, and interpersonal skills
• Ability to analyze performance metrics and implement strategies for service improvement
• Experience with vendor management and SLA negotiations

Responsibilities

• Lead and manage the Tier 1 NOC team, ensuring 24/7/365 monitoring, incident response, and resolution according to SLAs
• Develop and maintain operational procedures and documentation for the NOC activities
• Monitor performance metrics, including response times, ticket resolution, and customer satisfaction, implementing strategies for improvement
• Coordinate with vendors and internal stakeholders to optimize tool utilization, ensuring tools are leveraged effectively for monitoring and incident management
• Conduct regular training sessions for staff on new technologies, best practices, and customer service excellence
• Manage staffing levels, including hiring, training, and NOC personnel performance evaluation
• Drive efforts to restore normal service operations promptly while meeting SLAs
• Maintain a deep understanding of customers' services and solutions
• Ensure compliance with Service Operations processes and associated metrics
• Generate necessary statistics and management reports
• Manage work allocation and workload balance effectively

Preferred Qualifications

• BSc/BA Degree in ICT/Telecommunications/Business Administration or similar discipline (desirable)
• ITIL Foundation (desirable)
• CCENT knowledge, Network+ or equivalent (complete or in progress) (desirable)
• CCNA certification (desirable)