NOC Supervisor

Cloudstaff; Cebu City; On-site; PHP 600,000 - 800,000; Full time

Benefits offered by this job

Health insurance

Life insurance

Flexible leave credits

Company PC/Laptop provided

Annual performance review with raise

Weekly office perks

VIP lounge and game rooms

Employee referral incentives

Mental wellness program

In-house psychiatrist

Employee share units

Cloudstaff Dream Points

Job summary

Cloudstaff is seeking a NOC Supervisor to lead Tier 3 and Proactive teams, ensuring operational excellence and high-performance support delivery. You will work with the NOC Manager to oversee daily operations, scheduling, coaching, and the implementation of policies.

Responsibilities include handling complex escalations, guiding Team Leaders, and ensuring adherence to SLAs and quality standards. The role starts with a night shift and work-from-office arrangement in Cebu City, Philippines.

Qualifications

• Experience supervising Tier 3 technical support or NOC teams.
• Proven experience handling complex technical escalations.
• Strong people management, coaching, and performance management experience.

Responsibilities

• Lead Tier 3 and Proactive teams to ensure operational excellence and high-performance support.
• Oversee daily operations, scheduling, coaching, and policy implementation.
• Serve as escalation point for complex customer issues; drive continuous improvement.

Skills

Team leadership

NOC supervision

Escalation handling

Scheduling

Performance reporting

Network troubleshooting

Tools

Ruckus

Aruba

Meraki

Job description

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

We are currently on the lookout for a NOC Supervisor to join our team at Cloudstaff, the #1 workplace everywhere! Think you qualify for the role?

Work Arrangement

Work From Office

Schedule

Night shift

As a NOC Supervisor, you will lead the Tier 3 and Proactive teams ensuring operational excellence, service consistency, and high-performance support delivery. Working closely with the NOC Manager, you will oversee daily operations, team performance, scheduling, coaching, and policy implementation while driving continuous improvement initiatives.

You will serve as an escalation point for complex customer issues, provide leadership to Team Leaders and and ensure adherence to operational standards, quality expectations, and service level objectives.

• Primarily handles the Tier 3 and Proactive Team
• Regular status meeting with NOC Manager to ensure set goals or direction for the team is achieved
• Feedback from the Tier 3 and Proactive Team Leaders
• Create and execute action plans based on the goals and objectives set by the NOC Manager to ensure service consistency is achieved
• Tier 3 and Proactive Team Performance Report and Quarterly performance reviews
• Work closely with the NOC Manager in implementing new policies and procedures
• Create schedule for Tier 3 and Proactive Team
• Routine operations management including documenting or reporting important information affecting shift performance
• Provide account and team performance feedback to NOC Manager
• Schedule call reviews and calibration sessions for the Tier 3 and Proactive team
• Monitor and administer appropriate disciplinary actions to Tier 3 and Proactive team members
• Analyze reports provided by the NOC Manager
• Assess and assist whatever is needed for both Tier 3 and Proactive Team.
• Takes calls that agents/Team Leaders can't handle and be available when an agent needs assistance. Accepts supervisor calls for appreciation, complaints, etc.
• Assist in the development, implementation and maintenance of internal and external client documentation, standard operating procedures, quality assurance protocols/standards, as well as compliance with policies, procedures and standards

Non-negotiable skills and requirements

• Experience supervising Tier 3 technical support or NOC teams.
• Proven experience handling complex technical escalations.
• Strong people management, coaching, and performance management experience.
• Experience with workforce scheduling, performance reporting, and team reviews.
• Hands-on experience troubleshooting enterprise network infrastructure, including Ruckus, Aruba, or Meraki switches and wireless access points.
• 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.