NOC Supervisor | Work from Office | 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

We're Hiring: NOC Supervisor

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

Role: NOC Supervisor
Work Arrangement: Work from Office
Location: Philippines - Cebu/Ortigas
Schedule: Night Shift

Job Description:
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.

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.