Escalations Supervisor NOC

Cloudstaff; Cebu City; On-site; PHP 600,000 - 900,000; Full time

Benefits offered by this job

Comprehensive health insurance

Life insurance

Flexible leave credits

PC provided

Fiber internet

Annual salary review

Coffee/meals/Beer Fridays

VIP lounge and game rooms

Child-friendly spaces

Employee referral bonuses

Mental wellness program

In-house psychiatrist

Employee stock units

Career growth opportunities

Job summary

Cloudstaff is seeking an Escalations Supervisor (NOC) to lead resolution of complex technical issues across VIP accounts while coordinating with Brand Managers and the NOC group.

You will oversee deployments and ensure best-practice standards for secure network performance, analyzing SNMP data and logs to drive proactive improvements. A strong leadership mindset and Cisco/Meraki experience are essential.

Qualifications

• Bachelor's degree in computer science or IT or equivalent experience.
• Proven experience in technical support or network operations and troubleshooting.
• Strong communication and cross-functional collaboration skills.
• Demonstrated leadership in managing escalations in a fast-paced environment.
• Knowledge of SNMP, logs, and Syslog analysis preferred.
• Familiarity with routers, switches and firewalls.

Responsibilities

• Resolve technical issues for the account and coordinate with Brand Managers.
• Lead discussions with the NOC Group to address escalated cases.
• Manage escalations from VIP accounts for timely resolution.
• Analyze escalated cases and provide effective solutions.
• Oversee technical implementations for special projects.
• Develop and enforce best-practice standards for secure network performance.
• Analyze SNMP data, logs, and Syslogs to identify faults.
• Collaborate with Network Engineering, Logistics and vendors.
• Participate in brand meetings to align with requirements.
• Coordinate support activities with Brand Managers.
• Conduct account training for NOC members.

Skills

Tier 3 support

Cisco Meraki

CCNA

Network troubleshooting

SNMP analysis

Education

Bachelor's degree in CS/IT

Tools

Cisco IOS

Meraki Dashboard

Job description

Job Description:

We're Hiring: Escalations Supervisor (NOC)

Looking for a role that fosters collaboration, creativity and career growth in a vibrant office environment? We got you covered!

Role: Escalations Supervisor (NOC)

Work Arrangement: Work from Office

Location: Philippines - Pampanga (Angeles)/Ortigas

Schedule: Night shift

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 requirements:

• 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.

Non-negotiable skills and requirements:

• Tier 3 support experience
• Cisco/Meraki experience
• CCNA certification

Perks & Benefits:

• Comprehensive health and life insurance on your 16th day of employment, covering 1 free dependent on the 16th day of employment
• Flexible leave credits which may be used for vacation, emergency and sick leaves
• Superb and exciting Mid-Year Parties - with items to give away and cash prizes!
• Endless opportunities for career advancement
• Exclusive ATM inside the office for employee's convenience
• Annual Performance Review with Salary Increase
• We set you up for success with a company-provided PC/Laptop and fiber internet connection
• Look forward to weekly office perks for work from office staff - Free Coffee, Meals and Beer Fridays!
• Top notch workplace with first class VIP lounge and game rooms
• Child friendly spaces to cater to the needs of employees with children, enhancing work-life balance
• Participate and join our CS Social Clubs and Special Interest Groups to connect with colleagues
• International career growth and connections
• Unlimited cash incentives for hired referrals
• Mental Wellness Employee Assistance program through Lifeworks
• In-house psychiatrist available to support employees' well-being
• Become part of the Employee Share Units program
• Cloudstaff Dream Points - To be used for bidding useful items like appliances, kitchenettes etc.

Cloudstaff : Build Your Career, Anywhere

Established in 2005, Cloudstaff is a leading outsourcing company that empowers businesses to thrive through smarter talent solutions. We're passionate about creating a work environment that fosters your professional growth and overall well-being.

Why Cloudstaff is the #1 Workplace?

• Award-winning Culture: We're committed to building the #1 Workplace Everywhere, with a proven track record of staff engagement initiatives and industry recognition
• Invest in You: We support your development through comprehensive training programs, mentoring and opportunities for career advancement
• Thrive as an Individual: We offer a strong work-life balance with flexible schedules, meaningful perks and a collaborative team environment.