NOC Supervisor

Overview Role Summary: Accountable for end-to-end NOC service delivery at a new offshore site. This hybrid role balances real-time operations leadership, technical QA governance, and training execution to ensure site maturity and SLA alignment with the home site. Shift: Monday to Friday, 4:00 PM to 1:00 AM (Kenya Time). Responsibilities Operations & SLA Ownership: Direct oversight of multi-channel queues (alerts, tickets, calls); dynamically rebalances workload to protect team-specific SLAs and manages urgent operational risks. Incident & Technical Governance: Acts as the primary escalation point for complex incidents; enforces strict "ticket hygiene," technical accuracy, and security standards across the team. Performance Leadership: Directly manages Tier 3/4 agents, including attendance, behavior, and professional development; conducts structured 1:1s and documents performance action plans. QA & Training Execution: Drives a minimum 85% QA score through routine audits and coaching; delivers micro-trainings and refreshers to bridge skill gaps identified by recurring defects. Reporting & Readiness: Provides weekly insights on SLA trends, quality defects, and training progress; submits readiness evidence to senior management for final production sign-off. Authority & Success Measures: Decision rights include reassigning work in real-time, requiring technical rework, and recommending formal corrective actions for underperformance. KPIs: SLA attainment, escalation correctness, QA scores (≥85%), and team ramp-up progress. Qualifications Experience: 3–5+ years in NOC/Network Ops with Tier 3 expertise; prior supervisory experience is highly valued. Technical: Proficiency in troubleshooting methodology, NMS platforms (monitoring tools), and ticketing workflows. Leadership: Strong ability to mentor technical staff and provide constructive feedback to global stakeholders. Certifications: Foundational Networking (CCNA, CCNP, Fortinet, or similar) and Management (PMP/ITIL) preferred. Compensation: $1,585 - $1,970 a month #J-18808-Ljbffr