Escalations Lead: VIP & Network Operations

Cloudstaff Philippines Inc.; Cebu City; On-site; PHP 700,000 - 1,100,000; Full time

Benefits offered by this job

Health insurance

Career advancement

Employee Share Units program

Mental Wellness program (Lifeworks)

Company-provided PC/Laptop

Social Clubs & Interest Groups

Job summary

Cloudstaff Philippines Inc. is seeking an Escalations Supervisor in Cebu City to resolve complex technical issues, coordinating with Brand Managers and the NOC Group.

You will analyze escalated cases, lead deployments, and develop best practice standards for secure network performance. You will also train NOC staff, manage VIP escalations, and collaborate with Network Engineering and vendors to integrate new technologies into production networks.

Qualifications

• Bachelor's degree in Computer Science, Information Technology, or related field (or equivalent experience).
• Proven experience in technical support or network operations with strong network troubleshooting knowledge.
• Excellent communication and interpersonal skills for cross-functional collaboration.
• Demonstrated leadership abilities in managing escalations and driving resolutions.
• Strong analytical skills to analyze complex data sets and derive insights.
• Knowledge of SNMP, logs, and Syslog analysis techniques preferred.

Responsibilities

• Serve as primary contact for resolving escalations, coordinating with Brand Managers.
• Lead discussions with the NOC Group to propose alternative solutions for high-impact issues.
• Manage escalations from VIP accounts, ensuring timely resolution and high-quality service.
• Analyze escalated cases from the NOC Group and provide effective solutions.
• Lead technical implementations for special projects and deployments in the production network.
• Develop and uphold best practice standards for secure network performance.
• Perform SNMP data, logs, and Syslog analysis to identify faults in production.
• Collaborate with Network Engineering, Logistics, and vendors to integrate new technologies.
• Participate in brand meetings to align with operational goals.
• Coordinate support activities with Brand Managers to prioritize needs.
• Conduct account training and refresher sessions for NOC members.

Skills

Leadership

Analytical

Communication

Troubleshooting

SNMP analysis

Log analysis

Collaboration

Education

Bachelor's degree in Computer Science / IT or related field

Job description

Cloudstaff Philippines Inc. is seeking an Escalations Supervisor in Cebu City to resolve complex technical issues, coordinating with Brand Managers and the NOC Group.

You will analyze escalated cases, lead deployments, and develop best practice standards for secure network performance. You will also train NOC staff, manage VIP escalations, and collaborate with Network Engineering and vendors to integrate new technologies into production networks.