Managed Services NOC Supervisor

Managed Services NOC Supervisor

The Managed Service NOC Supervisor will be responsible for managing relationships with functional stakeholders, monitoring and managing key performance metrics, and supporting a culture of innovation, excellence, and collaboration. This role involves supervising NOC technicians and engineers, including recruitment, training, scheduling, and evaluation.

Responsibilities

• Supervise Managed Service Desk and South-South network 24-hours per day and 7 days a week
• Lead the detection, logging, and resolution of network and customer issues
• Ensure network alerts and equipment faults are responded to, diagnosed, and resolved within specified timelines
• Answer all customer-related telephone calls within defined timelines
• Prepare and deliver weekly/monthly/ad hoc backhaul reports, customer reports, and track escalations and key performance indicators
• Coordinate performance of maintenance routine services as requested by customers
• Ensure customer access requests are treated within specified timelines
• Interface with internal/external customers on operational issues
• Track remote hands requests with tickets and ensure they are updated accurately
• Develop, maintain, and enforce standard operating procedures (SOPs) for incident management
• Provide assistance to Customer NOC and ensure compliance with all processes and procedures
• Supervise, train, and mentor NOC technicians and engineers
• Provide feedback to Head of GNOC on network events
• Undertake other ad hoc activities as assigned

Requirements

• B.Sc or HND Engineering Degree with at least 8+ years of relevant experience
• Technical proficiency in Operation and Maintenance field, preferably in large ISP, ASP, web hosting, data center, or telecommunications company
• Experience in submarine, DWDM transmission system, Metro Ethernet optics connectivity
• Research and writing skills
• Leadership and self-management skills
• Relationship management
• Strong analytical and communication skills
• Problem resolution skills with a flexible approach
• Ability to use initiative to tackle problems while following procedures
• Ability to assess and prioritize faults and respond or escalate accordingly
• Multi-tasking, good time management, and prioritization of workload
• Willingness to learn and develop new skills
• Good technical documentation skills
• Proficiency in MS Office and related AI tools for operations enhancement

How to Apply Interested and qualified candidates should send their CV to apply@alfred-victoria.com using the Job Title as the subject of the mail.