Network Operations Center Team Lead

<ul>
<li>Regular status meeting with Manager and Supervisor/s to discuss goals and implement direction set for the team.</li>
<li>Monitor and submit reports about Team’s performance progress on action plans communicated by management team.</li>
<li>Delegate tasks for tickets, dispatches and PICs to members and assist them for any job related inquiries.</li>
<li>Proactively works on tickets and responds to emails and urgent cases for all brands.</li>
<li>Oversee the team and make sure all brands are taken care of.</li>
<li>If no NOC agent is available, works on dispatch or PIC cases.</li>
<li>Works with Project Manager and Brand Leads for ticket scrubbing and sends hand off report before end of shift.</li>
<li>Access to updated policies and team performance.</li>
<li>Provide coaching, refresher, training, feed backing on quality failures and under performance.</li>
<li>Receive and provide feedback to Supervisor and Manager about objectives and action plans.</li>
<li>Feedback to Account Supervisor and Manager.</li>
<li>Facilitate team huddles and provides feedback to members.</li>
<li>Facilitate team socializations</li>
</ul><h2>Requirements</h2><ul>
<li>Tier 3 certification or industry standard certification, not limited to Cisco CCNA is required.</li>
<li>Minimum of 2 years on a Level 2 technical helpdesk experience .</li>
</ul>