Core 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~ Authorized to reassign work in real-time, require technical rework, and recommend formal corrective actions for underperformance.
• KPIs~
• SLA attainment, Escalation Correctness, QA Scores (≥85%), and Team Ramp-up Progress.
• Candidate Requirements 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.
• Certs~ Foundational Networking (CCNA, CCNP, Fortinet, or similar) and Management (PMP/ITIL) preferred.