FOC Supervisor (Field Operations Centre Supervisor)

Industry: Telecommunications ISP Enterprise Connectivity
Location: Lekki Lagos Nigeria
Employment Type: Full-Time
Department: Field Operations Centre (FOC)
Reports To: FOC Manager
Supervises: FOC Coordinators & Field Engineers
Monthly Salary: Net
Experience: 35 Years

About the Role

Our client a leading telecommunications and ISP company is seeking a proactive and results-driven FOC Supervisor to oversee the daily operations of its Field Operations Centre (FOC).

The successful candidate will be responsible for supervising FOC Coordinators and Field Engineers ensuring efficient ticket management maintaining service level agreements (SLAs) driving operational excellence and supporting the FOC Manager in delivering exceptional service performance. This role requires a technically competent leader with strong coordination reporting and decision-making skills.

Key Responsibilities

Operational Supervision

• Supervise the daily activities of FOC Coordinators and Field Engineers.
• Ensure all service tickets escalations and customer requests are handled promptly and within agreed SLAs.
• Monitor ticket queues to ensure no customer request remains unattended.
• Ensure operational updates are accurately documented within the ticketing system.
• Monitor engineer deployment and resource utilization to maximize operational efficiency.

Quality Assurance & Reporting

• Review and validate reports submitted by Coordinators and Field Engineers.
• Ensure all reports are complete accurate and professionally documented.
• Monitor unresolved and delayed tickets and escalate critical issues where necessary.
• Generate daily weekly and monthly operational performance reports.
• Track operational KPIs and recommend process improvements.

Coordination & Technical Support

• Provide operational guidance and technical support to Coordinators and Field Engineers.
• Coordinate field activities involving installations maintenance fault resolution and service recovery.
• Work closely with Customer Support Network Operations Technical and Service Delivery teams to ensure seamless operations.
• Promote adherence to operational procedures policies and quality standards.

Acting FOC Coordinator

• Perform the responsibilities of an FOC Coordinator whenever required.
• Assign tickets to Field Engineers based on location expertise and workload.
• Monitor engineer ETA and service completion timelines.
• Ensure uninterrupted service delivery during manpower shortages or shift changes.

Acting FOC Manager

• Serve as Acting FOC Manager during the Managers absence or when delegated.
• Supervise departmental operations and make operational decisions within approved authority.
• Ensure continuity of service delivery and departmental leadership.
• Escalate operational technical or personnel-related issues to senior management where necessary.

Qualifications & Experience

• Bachelors Degree or HND in Computer Science Information Technology Computer Engineering Electrical/Electronic Engineering Telecommunications or a related discipline.
• Minimum of 35 years of experience in telecommunications ISP operations network support or field service coordination.
• Previous supervisory experience within a Field Operations Centre (FOC) Network Operations Centre (NOC) or Service Delivery environment.
• Strong understanding of field service operations and customer service management.

Professional Certifications (Added Advantage)

• Cisco Certified Network Associate (CCNA)
• MikroTik Certified Network Associate (MTCNA)
• ITIL Foundation Certification
• CompTIA Network
• PMP or Project Management Certification (Added Advantage)

Required Skills & Competencies

Technical Competencies

• Field Operations Management
• Ticket & Incident Management
• SLA Monitoring & Compliance
• ISP & Telecommunications Operations
• CRM & Ticketing Systems
• Technical Reporting & Documentation
• Network Operations Support
• Escalation Management
• Microsoft Office Suite

Leadership Competencies

• Team Leadership & Supervision
• Coaching & Mentoring
• Operational Planning
• Performance Management
• Decision-Making
• Conflict Resolution
• Stakeholder Management

Behavioural Competencies

• Excellent communication and interpersonal skills
• Strong analytical and problem-solving ability
• High level of accountability and integrity
• Ability to multitask and work under pressure
• Strong organizational and time management skills
• Customer-focused mindset
• Attention to detail

Key Performance Indicators (KPIs)

• SLA Compliance Rate
• Ticket Resolution Time
• Escalation Response Time
• Operational Efficiency
• Team Productivity
• Quality & Accuracy of Reports
• Customer Satisfaction Score (CSAT)
• First-Time Resolution Rate
• Engineer Utilization Rate
• Compliance with Operational Procedures

Why Join Our Client

• Competitive salary and benefits package.
• Opportunity to work with a fast-growing telecommunications and ISP organization.
• Exposure to enterprise connectivity and network operations.
• Career advancement and professional development opportunities.
• Collaborative and technology-driven work environment.

How to Apply

Interested and qualified candidates should send their updated CV to using FOC Supervisor Lekki as the subject of the email.