Escalations Supervisor (NOC)

Job Description As an Escalations Supervisor, you will be the primary point of contact for resolving technical issues within our account, collaborating closely with Brand Managers to ensure seamless operations. Your role will involve analyzing and addressing escalated cases, discussing innovative solutions with our Network Operations Center (NOC) Group, and managing escalations from VIP accounts. Additionally, you will oversee technical implementations for special projects and deployments, aiming to uphold best practice standards for optimal network performance and security. Key Responsibilities: Serve as the go-to person for resolving technical issues within the account, collaborating closely with Brand Managers. Facilitate discussions and propose alternative approaches to resolve escalated cases, recurring issues, or high-impact problems with the NOC Group. Manage escalations from VIP accounts, ensuring timely resolution and high-quality service delivery. Address escalated cases received from the NOC Group, providing thorough analysis and effective solutions. Lead technical implementation efforts for special projects and deployments, ensuring seamless integration into the production network. Develop and uphold best practice standards in support of optimal and secure network performance. Perform analysis, aggregation, and correlation of SNMP data, application logs, and Syslogs to identify faults in the production infrastructure. Collaborate closely with Network Engineering, Logistics, and equipment vendors to integrate new technologies into the production network. Participate in regular brand-specific meetings to stay informed about brand requirements and ensure alignment with operational goals. Coordinate support activities with Brand Managers to prioritize and address account-specific needs effectively. Conduct account training and refresher courses for all NOC members to ensure proficiency and knowledge retention. Qualifications and Requirements Bachelor's degree in Computer Science, Information Technology, or related field (or equivalent experience). Proven experience in a technical support or network operations role, with a strong understanding of network infrastructure and troubleshooting methodologies. Excellent communication and interpersonal skills, with the ability to effectively collaborate with cross-functional teams and stakeholders. Demonstrated leadership abilities, with experience in managing escalations and driving resolution in a fast-paced environment. Strong analytical skills, with the ability to analyze complex data sets and derive actionable insights. Knowledge of SNMP, application logs, and Syslog analysis techniques preferred. Familiarity with network equipment and technologies, including routers, switches, and firewalls. Proactive mindset with a commitment to continuous learning and professional development. Perks and Benefits Become part of the Employee Share Units program Cloudstaff Dream Points - To be used for bidding useful items like appliances, kitchenettes etc. Comprehensive health and life insurance on your 16th day of employment, covering 1 free dependent on the 16th day of employment Endless opportunities for career advancement In-house psychiatrist available to support employees' well-being International career growth and connections Mental Wellness Employee Assistance program through Lifeworks Participate and join our CS Social Clubs and Special Interest Groups to connect with colleagues Quarterly perks boxes for WFH staff, offering groceries and snacks to keep you fueled Superb and exciting Mid-Year Parties – with items to give away and cash prizes! Unlimited cash incentives for hired referrals We set you up for success with a company-provided PC/Laptop