Network Operations Center Supervisor

TaskUs is seeking a Network Operations Center Supervisor to manage a team of NOC analysts across multiple shifts in a 24/7/365 environment.

The successful candidate will be responsible for:

• Managing a team of NOC analysts, handling scheduling, time tracking, and shift handoffs
• Onboarding new hires, conducting ongoing technical training, and mentoring staff on troubleshooting techniques and protocol adherence
• Conducting regular performance reviews, holding one-on-one check-ins, and implementing improvement plans to ensure team metrics meet organizational standards
• Acting as the primary escalation point for critical network outages, coordinating bridge calls and directing recovery efforts
• Routing complex issues to Tier 3 engineering, telecommunications vendors, or third-party service providers, remaining engaged until resolution
• Leading post-incident reviews to determine the root cause of systemic issues and implementing preventative measures
• Overseeing the continuous monitoring of network devices, servers, and applications using enterprise tools
• Ensuring all incidents and service requests are acknowledged, triaged, and resolved within contracted Service Level Agreements
• Developing, maintaining, and enforcing NOC runbooks, workflows, and escalation matrices
• Evaluating existing monitoring systems and ticketing platforms to recommend configuration changes that improve alert accuracy and reduce alert fatigue

The ideal candidate will have:

• Minimum 5 years of experience in data integration, engineering, and database development
• Minimum of 1 year Network Administration experience with in-depth hands-on experience in managing switches, routers, and firewalls
• Exposure to Systems - server administration and the like
• Knowledge of Cisco IOS, network design, and load balancers, a CCNA certification, and knowledge of a wide number of routing protocols and transport technologies, including but not limited to BGP, EIGRP, RIP, IPVPN, MPLS, FR, or ATM
• An understanding of the ITIL framework is a plus
• Experience in creating, utilizing, and maintaining technical documentation
• Good English communication skills, both verbal and written
• Confident and goal-oriented attitude with the ability to set and meet short and long-term objectives
• Ability to work in a fast-paced environment with dynamic priority evolution, adapt to changing conditions and plans, and make well-reasoned decisions with minimal supervision
• Ability to execute responsibilities with a high sense of urgency and a willingness to drive issues forward within established processes
• Ability to work under pressure to meet deadlines, adapt to change, and work well independently and in a team environment
• Experience in administering and managing SolarWinds tools is needed
• Familiarity with industry-standard tools such as Wireshark
• Accuracy and excellent attention to detail, with a willingness to work on shifting schedules

What We Offer: TaskUs provides world-class benefit packages with competitive industry salaries to all its employees. With well-developed departments, such as Total Rewards, Wellness, HR, and Diversity, we continuously thrive in supporting a People First culture. We are known for our inclusiveness and community impact. We also promote internal mobility and professional development at every step of an employee's career within TaskUs.