NOC TEAM LEADER

Job Title~ Pioneer NOC Supervisor
Department~ Network Operations Center (NOC)
Reporting Line~

• Reports to~ Senior NOC Operations Manager
• Functional alignment~ NOC Training Manager (training standards, skills validation framework, curriculum alignment)
  

Direct Reports~

• NOC Tier 3 and Tier 4 Agents (assigned team/shift), fully managed by Supervisors
  

Role Summary~ The Pioneer NOC Supervisor manages end-to-end NOC service delivery for an assigned team/shift at an offshore site. Responsible for meeting team-specific SLAs across various channels (alerts, tickets, calls, chats, emails), ensuring technical accuracy, quality documentation, effective communication, and process compliance.
This hybrid role blends operations leadership with training reinforcement and quality governance via coaching, audits, and continuous improvements. The Supervisor provides performance insights to senior management to enhance site maturity and alignment.
Production Readiness Governance~

• Provides readiness evidence and recommendations;
• Final production readiness sign-off is by the NOC Training Manager and Senior NOC Operations Manager.
  

Essential Duties & Responsibilities~

• Operations Leadership & SLA Delivery
• Manage real-time delivery across support channels.
• Monitor queue health, SLA timers, backlog, abandonment, alert spikes, escalations.
• Prioritize work to protect SLAs and operational priorities.
• Ensure correct routing, escalation, and consistent stakeholder updates.
• Maintain shift/event logs.
• Escalate urgent risks to Senior Manager.
• Escalations & Incident Management
• Serve as escalation point for complex issues during shifts.
• Ensure proper escalation flow and documentation.
• Enforce incident discipline including triage and communication.
• Identify recurring issues and initiate prevention actions.
• Technical Governance (Quality, Standards, Control)
• Ensure adherence to approved technical and security standards.
• Enforce documentation discipline and ticket hygiene.
• Maintain operational consistency in monitoring and troubleshooting.
• Coordinate with Engineering, Vendors, and Field teams as needed.
• People Leadership & Performance Management
• Manage assigned agents’ performance, behavior, attendance, development.
• Provide floor leadership to remove blockers and reinforce standards.
• Conduct regular coaching and performance reviews.
• Address underperformance promptly; recommend corrective actions.
• Recognize and reinforce strong performance.
• Training Execution & Readiness Support
• Execute training aligned with NOC Training Manager programs.
• Support onboarding and ramp-up for new hires.
• Deliver refreshers and micro-trainings based on trends and changes.
• Provide skill-gap feedback to support targeted development.
• Quality Monitoring & QA Governance
• Perform routine quality reviews across all channels.
• Maintain minimum QA performance expectations (85%+).
• Audit technical accuracy, documentation, escalations, and communication.
• Deliver coaching and follow-up audits.
• Participate in calibration sessions to ensure scoring consistency.
• Publish weekly quality insights.
• Reporting, Communication & Cross-Shift Handoffs
• Provide daily/weekly reporting on SLA, backlog, incidents, quality, training progress.
• Ensure structured handoffs covering incidents, escalations, risks, and coaching.
  

Other Duties~

• Report tool/system issues and track their impact.
• Maintain attendance, login, and communication compliance.
• Participate in meetings, professional development, and initiatives.
• Uphold professionalism, confidentiality, ethics, and positive global relationships.
  

Authority & Decision Rights~

• Prioritize and reassign work to meet SLAs.
• Enforce standards and require rework as needed.
• Deliver coaching and recommend corrective actions.
• Submit readiness evidence; final sign-off by senior managers.
  

Success Measures (KPIs)~

• SLA attainment and response timeliness.
• Resolution times and backlog management.
• Escalation accuracy and recurrence rates.
• QA scores (minimum 85%) and documentation quality.
• Performance management and coaching effectiveness.
  

Qualifications~

• Experience~ 3–5+ years in NOC/Network Operations with Tier 3 skills; Tier 4 oversight preferred; supervisory experience valued.
• Technical~ Strong troubleshooting, documentation, ticketing, network monitoring, and incident workflows knowledge.
• Leadership & Communication~ Proven coaching ability with excellent communication skills.
• Certifications~ Preferred networking certifications such as CCNA, CCNP, Ruckus, Aruba, Meraki, CompTIA Network+, CWNA, Fortinet NSE; management certifications like PMP preferred.
  

#Solvo
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