IT On-Site Operations Supervisor  

Reports TO: TOC Head

Supervising: On-Site Leader and On-Site Support Engineer

Functions & Principal Activities:

• Core Responsibilities
  • To accomplish all assigned tasks by the management in a timely and effective manner as deemed necessary for the betterment of the organization as a whole.
• Business Operations Management
  • To ensure TOC technology tools & logistical resources are always available in providing uninterrupted service offering to its clients.
• Business Relationship Management
  • To professionally represent Trends management; enriching client relationships and providing expertise, composure and competence.
• Service Operations Management
  • • OLA Management and reporting
  • • Recommend and Implement technical and operating performance standards
  • • Executes crisis communication plan
  • • Address complaints and resolve problems with internal as well as external customers
• Service Operations Management - Incident Management
  • To coordinate with Incident Manager and support client communications whenever necessary.
• Service Operations Management - Problem Management
  To coordinate with Problem Manager and support client communications whenever necessary.
• Service Operations Management - Process Engineering
  • To contribute in the establishment of the most effective and efficient processes.
  • To promote and uphold compliance to agreed standards and processes.
  • To report process inefficiencies and non-compliance to agreed standards and processes.
• Organizational Development
  • To contribute in the establishment of the most appropriate organizational structure for TOC to support the organization in any of its business engagements however and whenever necessary in accordance to agreed policies and procedures.
• Organizational Development - Team Management
  • Oversee the daily management of On-Site staff and overall performance of the On-Site Team
  • Manages the On-Site Team and ensure it is in accordance with the support and operation policies, protocols and procedures
  • Train and coach new member going on board, specifically on policies and process
  • Overall responsible for providing task assignments for resources within his team
  • Conduct performance review of his team leaders. Supervises the performance review of his 2nd level subordinates.
  • Approves work schedules for the On-Site resources
  • Responsible for creating backup strategies for absent On-Site Engineers
  • To promote personnel development and ensure that the TOC has the correct skillsets and manpower complement
  • Responsible for the inventory of skills of On-Site Engineers and provide recommended training plan.
  • Rewarding and disciplining employees
  • Monitoring compliance of his/her team to meet the agreed service levels.
• Change Management
  • To support and coordinate with SOC/NOC Managers in the implementation of changes.
• Continuous Improvement
  • Collaborate and contribute with other managers in improving workflows, documentations, standards and processes.
• Information Management
  • To promote and contribute to TOC's information and knowledge repository.

• Degree:
  • Must be a graduate of Computer Studies/Computer
  • Engineering/Information Technology/Electronics Engineering or
  • equivalent
• Experience
  • Have at least 4 years of working experience in a NOC Operations environment
  • Have at least 3 years of working experience in an Operations Support (Level 3) environment monitoring mission-critical systems
  • Have at least 2 years of working experience as a Supervisor/Team-Lead in an Operations Support (Level 3) environment
• Degree:
  • Must be a graduate of Computer Studies/Computer Engineering/Information Technology/Electronics Engineering or equivalent
• Technical Skills
  • (A) IP Networking
  • (A) Monitoring Systems
  • (A) Network Troubleshooting
  • (A) System Troubleshooting
  • (I) Application/Web Programming
  • (A) ITIL
  • (A) Cybersecurity Fundamentals
  • (A) Firewall intrusion detection, prevention and protocols
  • (A) Identity and access manager principles
  • (A) Secure Network Architecture

Communication Skills

• (A) Speaks clearly and can be easily understood
• (A) Expresses & speaks ideas in a logical and organized sequence.
• (A) Writes clearly, concisely and effectively.
• (A) Expresses ideas in a logical and organized sequence in written form.
• (F) - Familiar / 0-12 months
• (N) - Novice / 1-2 years
• (I) - Intermediate / 3-4 years
• (A) - Advanced / > 5 years

• (F) - Familiar / 0-12 months
• (N) - Novice / 1-2 years
• (I) - Intermediate / 3-4 years
• (A) - Advanced / > 5 years

• With at least 6 years experience in coordinating with partners & clients
• Must work well under pressure.
• Must have good interpersonal skills
• Must be pro-active when identifying potential issues
• Must show strong & effective coaching capabilities
• Must show strong customer management skills
• Must prepare well-organized and comprehensive reports tailored to its audience
• Able to effectively assess tasks & risks to prioritize work
• Able to approach a complex task by breaking it down into its component parts and considering each part in detail
• Must systematize, schedule and budget time and resources in an efficient and productive manner