NOC Supervisor

Role Purpose

We are seeking a motivated and detail‑oriented Network Operations Center (NOC) Supervisor to support the day‑to‑day oversight of our Tier 2 Operations team. The team provides 24/7/365 monitoring and support of the EXA network and acts as the primary point of contact for customer incidents and service requests.

As the NOC Supervisor, you will play a critical role in ensuring operational excellence, driving team performance, and maintaining high standards of service delivery. You will oversee day-to-day operations, manage team schedules. Our priority is to ensure that the majority of customer issues are resolved during the initial interaction, delivering a seamless and efficient support experience without the need for escalation. Your leadership will be instrumental in fostering a proactive, customer-focused culture and leveraging data-driven insights to continuously improve team effectiveness.

Key responsibilities

Team Supervision & Scheduling

• Provide day‑to‑day oversight and support to a team of Tier 2 Network Engineers
• Manage and coordinate shift coverage, annual leave, and sick leave planning to ensure uninterrupted service.
• Conduct regular team meetings and one-on-ones to foster engagement and performance.

Operational Oversight

• Ensure all incoming cases are assigned within minutes of creation.
• Monitor and enforce timely case updates at defined intervals.
• Reassign cases appropriately during shift transitions to maintain continuity.
• Route escalations accurately and promptly to the appropriate teams or stakeholders.

Systems & Tools

• Utilize Outlook, Salesforce, and the internal phone system to manage communications and case workflows.
• Maintain high standards of case documentation and communication within Salesforce.

Performance & Quality Assurance

• Run and analyse productivity statistics to track team output and identify areas for improvement.
• Ensure team adherence to high standards of case management, including accurate and timely updates, and proactively address any gaps or inconsistencies through targeted training and coaching.
• Provide regular reports and insights to management on team performance and operational metrics.

Individual Profile

• Proven experience in a NOC or technical operations environment with a focus on performance monitoring and team productivity.
• Strong organisational and time management skills, with the ability to prioritise workload based on operational impact and performance data.
• Proficient in Salesforce, Outlook, excel, PowerPoint and call management systems, using these tools to track activity and generate performance insights.
• Effective communicator, able to present data clearly and provide actionable feedback to teams and stakeholders.
• Able to manage competing priorities in high‑pressure environments while maintaining focus on service performance and efficiency.
• Data‑driven mindset with experience analysing operational metrics, identifying trends, and driving performance improvements.
• Proven ability to support and coordinate during escalations, ensuring clear communication, timely updates, and effective issue resolution.

 Our working environment

We are committed to working in the location where we do our best work.  Here at EXA, we believe the future includes everyone, we are open to all applications to create an environment and culture that includes one and all. We are a proud global community, that wants to drive diversity of thought though our employees and culture. We want you to come as you and make yourself and EXA successful.

Due to the number of applications, we may not be able to respond to all applicants. If you do not hear from EXA in 3 weeks after applications, you have been unsuccessful.

All successful applicants will go through background screening.