Escalations Supervisor - NOC | Ortigas

Job Description

• As an Escalations Supervisor, you will be the primary point of contact for resolving technical issues within our account, collaborating closely with Brand Managers to ensure seamless operations. Your role will involve analyzing and addressing escalated cases, discussing innovative solutions with our Network Operations Center (NOC) Group, and managing escalations from VIP accounts. Additionally, you will oversee technical implementations for special projects and deployments, aiming to uphold best practice standards for optimal network performance and security.

Key Responsibilities:

• Serve as the go-to person for resolving technical issues within the account, collaborating closely with Brand Managers.
• Facilitate discussions and propose alternative approaches to resolve escalated cases, recurring issues, or high-impact problems with the NOC Group.
• Manage escalations from VIP accounts, ensuring timely resolution and high-quality service delivery.
• Address escalated cases received from the NOC Group, providing thorough analysis and effective solutions.
• Lead technical implementation efforts for special projects and deployments, ensuring seamless integration into the production network.
• Develop and uphold best practice standards in support of optimal and secure network performance.
• Perform analysis, aggregation, and correlation of SNMP data, application logs, and Syslogs to identify faults in the production infrastructure.
• Collaborate closely with Network Engineering, Logistics, and equipment vendors to integrate new technologies into the production network.
• Participate in regular brand-specific meetings to stay informed about brand requirements and ensure alignment with operational goals.
• Coordinate support activities with Brand Managers to prioritize and address account-specific needs effectively.
• Conduct account training and refresher courses for all NOC members to ensure proficiency and knowledge retention.

Qualifications and Requirement:

• Bachelor's degree in Computer Science, Information Technology, or related field (or equivalent experience)
• Proven experience in a technical support or network operations role, with a strong understanding of network infrastructure and troubleshooting methodologies.
• Excellent communication and interpersonal skills, with the ability to effectively collaborate with cross-functional teams and stakeholders.
• Demonstrated leadership abilities, with experience in managing escalations and driving resolution in a fast-paced environment.
• Strong analytical skills, with the ability to analyze complex data sets and derive actionable insights.
• Knowledge of SNMP, application logs, and Syslog analysis techniques preferred.
• Familiarity with network equipment and technologies, including routers, switches, and firewalls.
• Proactive mindset with a commitment to continuous learning and professional development.
• Tier-4 Support Experience OR Extensive Tier-3 Support
• Someone who can do configuration resolve issues without escalating
• CISCO experience or CISCO Meraki experience
• CCNA and CCNP certification

Perks and Benefits

• HMO coverage

Work Set-up:

• Work from Office - Ortigas, Night Shift