Shift Supervisor
Skills
About This Role
Shift Management & Team Supervision
- Lead and supervise NOC L1 engineers during assigned shifts
- Allocate tasks and ensure effective workload distribution
- Act as the first point of contact for all shift-related operational issues
Network Monitoring & Operations
- Ensure continuous monitoring of network, servers, and applications
- Oversee alerts from monitoring tools (SolarWinds, Nagios, PRTG, etc.)
- Validate incidents and ensure proper triage and resolution
Incident & Escalation Management
- Manage critical incidents and ensure timely escalation to L2/L3 teams
- Ensure all incidents are logged, tracked, and resolved within SLA timelines
- Handle major incidents (P1/P2) and coordinate resolution efforts
SLA & Performance Management
- Monitor SLA/KPI adherence and ensure service quality standards are met
- Prepare shift reports, incident summaries, and performance metrics
- Identify recurring issues and suggest improvements
Communication & Coordination
- Provide regular updates to stakeholders and management
- Coordinate with internal teams, vendors, and service providers
- Conduct shift handovers with detailed documentation
Process Improvement & Compliance
- Ensure adherence to operational processes and ITIL best practices
- Identify gaps and recommend process improvements
- Support audits and compliance requirements
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