NOC Supervisor
NOC Supervisor
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4-5years
1800 - 2000
1 Vacancy
Job Description
This is a remote position.
About Sunbytes
About the Role
Sunbytes is setting up and managing an NOC team in SouthEast Asia for their US partner. We are looking for a Remote NOC Supervisor who will manage daily Service Desk operations ensuring the timely resolution of incidents and service requests. This role focuses on SLA compliance team performance escalations and continuous improvement. You will lead a support team monitor KPIs oversee the ITSM tool stack and ensure compliance with regulatory standards such as ISO 27001 and SOX. Your leadership will be key to driving operational efficiency and service quality.
Job Responsibilities
Supervise daytoday Service Desk operations and ensure SLA compliance.
Monitor ticket queues prioritize tasks by criticality and allocate resources effectively.
Act as an escalation point for highpriority or unresolved incidents.
Coordinate with internal and external teams for rapid incident resolution.
Analyze performance metrics (FCR AHT CSAT) and generate operational reports.
Propose and lead continuous improvement initiatives across processes and workflows.
Coach and evaluate team performance; develop career plans and training programs.
Foster a collaborative and highperformance team culture.
Ensure the efficient use of ITSM and automation tools for optimal service delivery.
Maintain compliance with information security standards and regulatory policies.
Regularly update SOPs and lead documentation efforts.
Adjusted Tasks:
Conduct biweekly team meetings to review KPIs and improvement areas.
Lead postincident reviews to identify root causes and corrective actions.
Create realtime dashboards in ITSM tools for KPI visibility.
Plan and implement annual training programs based on skill gap analysis.
Requirements
Technical skills:
Bachelor s degree in IT Systems Engineering Business Administration or a related field.
Preferred: Postgraduate degree in IT Service Management or MBA with a tech focus.
Experience with ITSM tools automation systems and service monitoring platforms.
Strong understanding of SLA frameworks operational KPIs and support workflows.
Familiarity with ISO 27001 SOX and information security practices.
Soft skills:
Strong leadership coaching and conflict resolution skills.
Analytical mindset with an ability to drive databased decisions.
Excellent communication and stakeholder management abilities.
Resilient under pressure and adaptable in dynamic environments.
Fluent in English and Mandarin both written and spoken.
Work Schedule:
5 working days per week from Monday to Friday working hours will not exceed 45 hours per week.
Benefits
Leave: 30 days per year including all holidays (based on a 12month contract)
Learning & Development: Access to training and development programs aligned with company goals and training policies.
Compensation Growth: Annual salary review and adjustment plus a performancebased bonus once per year.
Technical skills: High school diploma or Associate degree in IT-related fields. Basic understanding of IT service management and technical support is expected. If you're familiar with frameworks or certifications like ITIL 4 Foundation and CompTIA A+ is preferred. 1 year experience in a help desk or IT support role. Fluently in Mandarin and English Basic troubleshooting of Windows, macOS environments and system updates and patch management. Familiarity with networking fundamentals: IP addressing, DHCP, DNS, and basic connectivity troubleshooting. Experience with Microsoft 365, Google Workspace, remote desktop tools, and collaboration platforms. Hands-on support for desktops, laptops, mobile devices, and peripherals. Soft skills: Excellent problem-solving and multitasking abilities. Strong verbal and written communication skills. High adaptability in fast-paced environments. Ability to communicate effectively in English and Mandarin, both in writing and on calls. Work Schedule: There will be 5 working days per week, with 2 days off and weekend shifts, but working hours will not exceed 45 hours per week.
Employment Type
Full Time
