NOC Supervisor: Lead Tier 3 Techs, Night Shift

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

Benefits offered by this job

Health insurance

Leave credits

Flexible leaves

Career advancement

Provided PC/Laptop

Fiber internet connection

Weekly office perks

Job summary

Cloudstaff is seeking a NOC Supervisor to lead Tier 3 and Proactive teams in a night-shift, on-site role based in Cebu/Ortigas. You will drive performance, enforce policies, and collaborate with the NOC Manager to implement new procedures.

You will also develop action plans, monitor metrics, and provide coaching and escalation handling to ensure service excellence. A strong background in network troubleshooting and team leadership is required.

Qualifications

• 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.

Responsibilities

• Regular status meeting with NOC Manager to ensure goals for the team are achieved.
• Feedback from Tier 3 and Proactive Team Leaders.
• Create and execute action plans to ensure service consistency.
• Tier 3 and Proactive Team performance reports and quarterly reviews.
• Collaborate with NOC Manager to implement new policies and procedures.
• Create schedule for Tier 3 and Proactive Team.
• Documentation and reporting of important shift information.
• Provide team performance feedback to NOC Manager.
• Schedule call reviews and calibration sessions.
• Monitor and apply disciplinary actions as needed.
• Analyze reports provided by the NOC Manager.
• Assist in development and maintenance of client documentation, SOPs, QA protocols.

Skills

Team supervision

Escalation handling

People management

Scheduling & reporting

Network troubleshooting

Tools

Ruckus switches

Aruba switches

Meraki switches

Wireless access points

Job description

Cloudstaff is seeking a NOC Supervisor to lead Tier 3 and Proactive teams in a night-shift, on-site role based in Cebu/Ortigas. You will drive performance, enforce policies, and collaborate with the NOC Manager to implement new procedures.

You will also develop action plans, monitor metrics, and provide coaching and escalation handling to ensure service excellence. A strong background in network troubleshooting and team leadership is required.