NOC Supervisor

ROLE PURPOSE:

The NOC Supervisor manages the daily operations of the Network Operations Center, leading technical staff to ensure our infrastructure remains stable and available. The NOC Supervisor is also responsible for running the shifts, the roster and the incident process, ensuring that every alert is seen, logged and escalated on time, and clients hear about problems from us first, and not the other way around.
The NOC Supervisor also the first technical escalation point for the NOC Analysts, as you lead and develop the team.

KEY RESPONSIBILITIES
Shift operations
1. Run the NOC across all shifts with no gap in monitoring cover: staffing, handovers, shift logs and the daily NOC report.
2. Build and publish the shift roster and on-call schedule. Manage leave, absence, overtime and shift swaps within HR policy.
3. Check that alerts are acknowledged, logged and escalated within SLA, and step in when queues build up.
4. Run the daily operations stand-up covering open incidents, ageing tickets and SLAs at risk of breach.
5. Keep the team briefed on planned maintenance and change windows: what to suppress and what to watch closely.
Incident management and technical escalation
6. Take incidents escalated by NOC Analysts, diagnose beyond runbook level, and restore service or hand over to the right resolver team with a full diagnostic summary.
7. Declare P1 and P2 incidents, start the major incident procedure, coordinate client resolver teams and vendors, and run the client update cadence until service is restored.
8. Own the escalation matrix and contact lists for client service owners, resolver teams and vendors, and keep them current.
9. Run post-incident reviews and track corrective actions to closure.
10. Route suspected security events to the security team or SOC under the agreed procedure.
Process and quality
11. Own the NOC operating procedures: logging standard, priority matrix, escalation timelines, handover template and client notification templates.
12. Own the runbooks and known-error database, and keep them current as new incidents are handled.
13. Audit a sample of tickets every week for completeness, categorisation and priority, and coach on the findings.
14. Identify noisy or missing alerts and agree threshold changes with the client service owner.
15. Keep NOC practice aligned with ITIL 4 and with HT and client audit requirements, including ISO/IEC 20000-1, ISO/IEC 27001, CBN and NDPA obligations where they apply.
People leadership
16. Recruit, onboard and train NOC Analysts. Own the training plan and skills matrix.
17. Set objectives, hold one-to-ones and run performance reviews. Handle attendance and conduct issues.
18. Ensure the team is managed properly and efficiently; to protect the team and the quality of service.
Reporting and client management
19. Produce weekly operations reports and the monthly service report: volumes, SLA performance, top recurring alerts and open problems.
20. Attend client service reviews and own the operational actions that come out of them.
21. Raise staffing, tooling and coverage risks to HT management early, with options.

REQUIREMENTS
• Degree in Computer Science, IT, Engineering or a related field.
• 5 to 7 years in a NOC, application support or IT operations role, with at least 3 years supervising a shift or team in a 24/7 environment.
• Experience in banking or financial services strongly preferred.
• Able to troubleshoot application, network, database and AWS or Azure issues beyond runbook level.
• Good SQL skills (SQL Server and/or Oracle): writing queries and diagnosing slow queries and locks.
• Hands-on with monitoring and APM tools (e.g. Dynatrace, New Relic, SolarWinds, Zabbix, PRTG, AppDynamics).
• Daily use of an ITSM tool (e.g. ServiceNow, ManageEngine ServiceDesk Plus, Jira Service Management), including queue management and reporting.
• Strong ITIL practice in incident, problem, event and change management.
• Scripting in PowerShell, Bash or Python is an advantage.
• Experience writing procedures and producing management reports in Excel or Power BI.

CERTIFICATIONS
• Required: ITIL 4 Foundation.
• Preferred: ITIL 4 Specialist; CCNA; AWS or Azure associate-level certification.
COMPETENCIES
• Calm and decisive under pressure even when a major incident is running.
• Leads, coaches and holds people to standard.
• Enforces process without losing judgement.
• Writes clear, timely updates for clients and senior managers.
• Plans rosters and workload well ahead.

SUCCESS MEASURES (KPIS)
KPI How it is measured Frequency
-Monitoring cover Rostered shift hours fully staffed Monthly
-Alert handling Alerts acknowledged and escalated within SLA, team-wide Weekly
-Incident SLA compliance Response and resolution met on NOC-owned tickets Monthly
-P1/P2 communication Time from detection to declaration and first client update Per incident
-Ticket quality Weekly audit score Weekly
-Runbook coverage Recurring incident types with a current runbook Monthly
-Post-incident reviews Reviews held and actions closed on time Monthly
-Team health Retention, absence and training plan completion Quarterly
-Client satisfaction Feedback from service reviews Quarterly