Job Description
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.
QA & Training Execution~
Drives a minimum 85% QA score throug...
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.
QA & Training Execution~
Drives a minimum 85% QA score throug...
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