Escalations Supervisor (NOC) | Work from Office | Night Shift

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

Benefits offered by this job

Health insurance

Life insurance

Leave credits

Flexible leave

Career advancement

PC provided

Fiber internet

Coffee & meals Fridays

Job summary

Cloudstaff Philippines Inc. is hiring an Escalations Supervisor (NOC) to lead technical issue resolution for VIP accounts and coordinate with Brand Managers. This role supports the production network, oversees deployments, and drives best-practice performance and security standards.

The position requires Tier 3 support experience, Cisco Meraki familiarity, CCNA certification, and strong leadership and analytical skills. Night shift, work-from-office arrangement in the Philippines.

Qualifications

• 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.

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.

Skills

Tier 3 support

Cisco Meraki

CCNA

Network troubleshooting

Leadership

Tools

SNMP

Syslog

Cisco IOS

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! Join our team at Cloudstaff, the #1 workplace everywhere! Think you qualify for the role?

Role: Escalations Supervisor (NOC) Work Arrangement: Work from Office Location: Philippines - Ortigas/Cebu 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 (Work From Office/Hybrid):

• Comprehensive health and life insurance on your 16th day of employment, covering 1 free dependent on the 16th day of employment

• Up to 24 leave credits per year

• Flexible leave credits which may be used for vacation, emergency and sick leaves

• 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

• 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.