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.
