Escalations Supervisor (NOC) | WFO Ortigas or Cebu

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

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.

Perks and Benefits

Become part of the Employee Share Units program
Cloudstaff Dream Points - To be used for bidding useful items like appliances, kitchenettes etc.
Comprehensive health and life insurance on your 16th day of employment, covering 1 free dependent on the 16th day of employment
Endless opportunities for career advancement
In-house psychiatrist available to support employees' well-being
International career growth and connections
Mental Wellness Employee Assistance program through Lifeworks
Participate and join our CS Social Clubs and Special Interest Groups to connect with colleagues
Quarterly perks boxes for WFH staff, offering groceries and snacks to keep you fueled
Superb and exciting Mid-Year Parties – with items to give away and cash prizes!
Unlimited cash incentives for hired referrals
We set you up for success with a company-provided PC/Laptop