• Regular status meeting with Manager and Supervisor/s to discuss goals and implement direction set for the team.
• Monitor and submit reports about Team’s performance progress on action plans communicated by management team.
• Delegate tasks for tickets, dispatches and PICs to members and assist them for any job related inquiries.
• Proactively works on tickets and responds to emails and urgent cases for all brands.
• Oversee the team and make sure all brands are taken care of.
• If no NOC agent is available, works on dispatch or PIC cases.
• Works with Project Manager and Brand Leads for ticket scrubbing and sends hand off report before end of shift.
• Access to updated policies and team performance.
• Provide coaching, refresher, training, feed backing on quality failures and under performance.
• Receive and provide feedback to Supervisor and Manager about objectives and action plans.
• Feedback to Account Supervisor and Manager.
• Facilitate team huddles and provides feedback to members.
• Facilitate team socializations

Requirements

• Tier 3 certification or industry standard certification, not limited to Cisco CCNA is required.
• Minimum of 2 years on a Level 2 technical helpdesk experience .