Summary
About this role
Role Summary: Accountable for end-to-end NOC service delivery at a new offshore site. This hybrid role balances real-time operations leadership, technical QA governance, and training execution to ensure site maturity and SLA alignment with the home site.
Shift: Monday to Friday, 4:00 PM to 1:00 AM (Kenya Time).
Core Responsibilities
1. Operations & SLA Ownership:
• Direct oversight of multi-channel queues (alerts, tickets, calls).
• Dynamically rebalances workload to protect team-specific SLAs and manages urgent operational risks.
1. Incident & Technical Governance:
• Acts as the primary escalation point for complex incidents.
• Enforces strict "ticket hygiene," technical accuracy, and security standards across the team.
1. Performance Leadership:
• Directly manages Tier 3/4 agents, including attendance, behavior, and professional development.
• Conducts structured 1:1s and documents performance action plans.
1. QA & Training Execution:
• Drives a minimum 85% QA score through routine audits and coaching.
• Delivers micro-trainings and refreshers to bridge skill gaps identified by recurring defects.
1. Reporting & Readiness:
• Provides weekly insights on SLA trends, quality defects, and training progress.
• Submits readiness evidence to senior management for final production sign-off.
1. Authority & Success Measures
• Decision Rights: Authorized to reassign work in real-time, require technical rework, and recommend formal corrective actions for underperformance.
1. KPIs:
• SLA attainment, Escalation Correctness, QA Scores (≥85%), and Team Ramp-up Progress.
Candidate Requirements Experience: 3–5+ years in NOC/Network Ops with Tier 3 expertise; prior supervisory experience is highly valued.
Technical: Proficiency in troubleshooting methodology, NMS platforms (monitoring tools), and ticketing workflows.
Leadership: Strong ability to mentor technical staff and provide constructive feedback to global stakeholders.
Certs: Foundational Networking (CCNA, CCNP, Fortinet, or similar) and Management (PMP/ITIL) preferred.
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About Distro
About Distro
Distro is the AI co-pilot for counter staff and inside sales at industrial wholesale distributors.
About Distro
Distro is the AI Revenue Platform for sales reps in the industrial distribution industry. Our platform helps reps quote faster, close more business, and improve margins, all while delivering a superior customer experience. We’re a well-funded, venture-backed and Y Combinator-backed (S24) startup with strong traction and growing customer demand. Our goal is to modernize a massive industry that has historically been underserved by software.
What you'll do
- The NOC Supervisor is responsible for overseeing end-to-end NOC service delivery, managing operations, incident governance, and performance leadership. They ensure SLA alignment and site maturity through effective training and reporting.
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