NOC Supervisor - Remote

The NOC Supervisor position is responsible for developing their direct reports, ensuring client SLAs are met, and NOC OKRs (Objectives and Key Results) are met or exceeded by their team. This position requires a high degree of ownership and accountability for the success of their direct reports in the short, medium, and long term. The NOC Supervisor will work closely with other Supervisors, Managers, and departments to drive improvements for their direct reports and the NOC as a whole. This is a work from home position so experience managing direct reports remotely is desired.

The primary goal of the NOC Supervisor is to assist the NOC personnel in performing their jobs effectively and to ensure that all client satisfaction performance targets are met. The NOC Supervisor works with other groups at INOC and provides communication, information, and resolutions to clients with specific issues about the service.

Basic time allocation between position responsibilities is as follows:

Personnel Management, Mentoring, and Training 60%

Manage Ticket Workflow to meet SLAs and OKRs 30%

Report/Dashboard creation and management 10%

Responsibilities:

• Mentoring: Direct, manage, mentor and coach direct NOC reports.
• Career Development: Oversee the functioning of the NOC and assign clear responsibilities and authority to all assigned personnel. Set clear objectives and standards for each employee’s performance and conduct in-depth performance reviews based on those standards.
• Recruiting: Plan and conduct new employee orientation to the group’s processes, procedures, and work rules. Monitor the performance of new employees during probation periods.
• Conflict Resolution: Encourage and promote smooth working relationships among staff to improve both productivity and staff retention. Negotiate and resolve all staff conflicts to maintain an effective and professional work environment. Be available as the escalation point for NOC shift leads and staff.
• Delegation: Delegate work to Senior Members of the team, track progress and ensure deadlines are met.
• Monitor all queues, delegate workflow and investigate root cause of exceptions to ensure SLAs are met consistently.
• Monitoring call queues. If no one is available, take the call.
• Create reporting and dashboards to assist in real time workflow management and team/individual performance management to support Client SLAs/INOC OKRs
• Work with other Team Supervisors and management to identify and resolve NOC issues/troubles, process improvements, improvement opportunities, etc.
• Review all team QAs and follow up with staff as needed. This includes training/retraining to avoid QAs in the future.
• Escalate when issues are being worked for too long, ensuring contact of Level 2 and 3 is acquired as soon as deemed necessary and further escalated if required.
• Works with NOC Manager to determine promotion requirements are met and recommends additional training to team staff.
• Randomly monitors calls for all NOC staff members.
• Handle client escalations, delegate as needed
• Reviews new service turn-up procedures when new clients are on boarded and train/mentor new/existing Service Desk personnel.
• Ensure staff are punctual, signing in and out, and attend meetings and trainings

• Excellent client service, written and oral communication skills. Ability to multitask in a busy and demanding environment.
• Become expert in the tools used within the NOC including trouble ticketing, reporting and various NMS’s
• Ability to generate reports and views from existing tools to assist in performing daily responsibilities
• Basic knowledge of network hardware, TCP/IP, routing, switching, network security and telecommunication circuits
• Advanced computer skills and software operation.
• Requires a minimum of 5 years of client support and computer networking experience.
• Network A and ITIL Foundation certifications will be required within 12 months of employment in position