NOC Supervisor

Role Summary~ 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.

Shift~ Monday to Friday, 4~00 PM to 1~00 AM (Kenya Time).

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....