Night NOC Escalations Supervisor - Lead VIP Support

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

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.