NOC Shift Lead (L2 Supervisor)
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Job Summary
Job Summary (List Format):
- Supervise and lead L1 Operators during assigned shift.
- Manage and escalate incidents as per defined SOPs and escalation paths.
- Validate incidents before escalating to L3 or engineering teams.
- Ensure accurate maintenance of incident logs and ITSM records.
- Conduct and document effective shift handovers with status updates.
- Provide guidance and support to shift team for incident triage and troubleshooting.
- Ensure compliance with operational procedures and quality standards.
- Contribute to root cause analysis (RCA) and continuous improvement initiatives.
- Monitor and report on key performance indicators such as incident resolution SLAs categorization accuracy and efficiency of escalations.
- Act as duty manager representing the operations team during the shift.
- Supervise and lead L1 Operators during assigned shift.
- Manage and escalate incidents as per defined SOPs and escalation paths.
- Validate incidents before escalating to L3 or engineering teams.
- Ensure accurate maintenance of incident logs and ITSM records.
- Conduct and document effective shift handovers with status updates.
- Provide guidance and support to shift team for incident triage and troubleshooting.
- Ensure compliance with operational procedures and quality standards.
- Contribute to root cause analysis (RCA) and continuous improvement initiatives.
- Monitor and report on key performance indicators such as incident resolution SLAs categorization accuracy and efficiency of escalations.
- Act as duty manager representing the operations team during the shift.
Key Skills
- Children Activity
- Football
- Data Warehousing
- Domestic
- Bakery
- Activex
