NOC Supervisor

Distro • Denver, CO

8d • $1,585 - $1,970

About The Position

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.

Requirements

• 3–5+ years in NOC/Network Ops with Tier 3 expertise; prior supervisory experience is highly valued.
• Proficiency in troubleshooting methodology, NMS platforms (monitoring tools), and ticketing workflows.
• Strong ability to mentor technical staff and provide constructive feedback to global stakeholders.
• Foundational Networking (CCNA, CCNP, Fortinet, or similar) and Management (PMP/ITIL) preferred.

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.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed
• Number of Employees: 1-10 employees