NOC Supervisor

Job Description

The Operations Supervisor plays a critical role in ensuring seamless, uninterrupted data services for global customers. This position is responsible for leading 24x7 operational teams, maintaining service level commitments, and providing expert technical guidance during incidents.

The Operations Supervisor is accountable for leading teams to provide roaster duty in the service restoration of Subsea cable IPLC, IEPL, Managed Data Service, IPVPN, GIA, Customized Network Services, Cloud service and Unified communications in Global Service Operation Center

Major Responsibilities

Service Monitoring & Incident Response

• Oversee 24x7 monitoring of network performance and subsea cable system to maintain agreed SLAs.
• Provide on-the-spot technical advice and instructions to resolve issues promptly and ensure customer satisfaction.

Team Management

• Lead and manage team members to deliver timely incident updates, progress reports, and operational requests for overall security services.
• Guide, train, and motivate staff to maintain professional standards and improve technical capabilities.

Service Support & Restoration

• Ensure effective restoration during circuit outages by making sound decisions, negotiating, and coordinating with different and multiple internal teams and partners
• Minimize downtime through proper escalation and proactive measures.
• Meet company or product specific KPIs (e.g., SLA compliance, incident resolution time, downtime reduction).

Process Improvement

• Review and communicate with team members on the new techniques and operational methods to enhance efficiency and effectiveness of the center.

Compliance & Security

• Adhere to PCCW Global Network Operation Center information security policies and PCCW Group Personal Data Privacy guidelines.

Qualification/Skills

• University Degree in Electronic/Information Technology Engineering with 4 years’ experience in Data Center/ Data communication field OR Certificate in
  Electronic/Electrical Engineering or City & Guild Full Technological Certificate with 8 years relevant experience in data communication field
• In depth knowledge of digital transmission standard, and familiarity with fault management techniques/procedures.
• Proved people management in different level of people
• Strong leadership on both vendor management and communication skillset ability to lead and motivate subordinates
• Customer-oriented initiative, self-motivated and able to work under pressure
• Detail oriented and organized with the flexibility to manage multiple priorities effectively
• Analytical problem-solving skills with an ability to get to the root cause quickly
• Cisco Certified Network Associate (CCNA) is preferable