NOC Team Leader Job Solvo Global

Admin Jobs. Solvo Global Jobs

Essential Duties & Responsibilities~

• Operations Leadership & SLA Delivery
• Manage real-time delivery across support channels.
• Monitor queue health, SLA timers, backlog, abandonment, alert spikes, escalations.
• Prioritize work to protect SLAs and operational priorities.
• Ensure correct routing, escalation, and consistent stakeholder updates.
• Maintain shift/event logs.
• Escalate urgent risks to Senior Manager.
• Escalations & Incident Management
• Serve as escalation point for complex issues during shifts.
• Ensure proper escalation flow and documentation.
• Enforce incident discipline including triage and communication.
• Identify recurring issues and initiate prevention actions.
• Technical Governance (Quality, Standards, Control)
• Ensure adherence to approved technical and security standards.
• Enforce documentation discipline and ticket hygiene.
• Maintain operational consistency in monitoring and troubleshooting.
• Coordinate with Engineering, Vendors, and Field teams as needed.
• People Leadership & Performance Management
• Manage assigned agents’ performance, behavior, attendance, development.
• Provide floor leadership to remove blockers and reinforce standards.
• Conduct regular coaching and performance reviews.
• Address underperformance promptly; recommend corrective actions.
• Recognize and reinforce strong performance.
• Training Execution & Readiness Support
• Execute training aligned with NOC Training Manager programs.
• Support onboarding and ramp-up for new hires.
• Deliver refreshers and micro-trainings based on trends and changes.
• Provide skill-gap feedback to support targeted development.
• Quality Monitoring & QA Governance
• Perform routine quality reviews across all channels.
• Maintain minimum QA performance expectations (85%+).
• Audit technical accuracy, documentation, escalations, and communication.
• Deliver coaching and follow-up audits.
• Participate in calibration sessions to ensure scoring consistency.
• Publish weekly quality insights.
• Reporting, Communication & Cross-Shift Handoffs
• Provide daily/weekly reporting on SLA, backlog, incidents, quality, training progress.
• Ensure structured handoffs covering incidents, escalations, risks, and coaching.

Read More>>>How to Revamp Your CV after Months of Job Rejections

Other Duties~

• Report tool/system issues and track their impact.
• Maintain attendance, login, and communication compliance.
• Participate in meetings, professional development, and initiatives.
• Uphold professionalism, confidentiality, ethics, and positive global relationships.

Authority & Decision Rights~

• Prioritize and reassign work to meet SLAs.
• Enforce standards and require rework as needed.
• Deliver coaching and recommend corrective actions.
• Submit readiness evidence; final sign-off by senior managers.

Success Measures (KPIs)~

• SLA attainment and response timeliness.
• Resolution times and backlog management.
• Escalation accuracy and recurrence rates.
• QA scores (minimum 85%) and documentation quality.
• Performance management and coaching effectiveness.

Qualifications~

• Experience~ 3–5+ years in NOC/Network Operations with Tier 3 skills; Tier 4 oversight preferred; supervisory experience valued.
• Technical~ Strong troubleshooting, documentation, ticketing, network monitoring, and incident workflows knowledge.
• Leadership & Communication~ Proven coaching ability with excellent communication skills.
• Certifications~ Preferred networking certifications such as CCNA, CCNP, Ruckus, Aruba, Meraki, CompTIA Network+, CWNA, Fortinet NSE; management certifications like PMP preferred.

How to Apply

Click Here to Apply