Proactive Monitoring Team Leader Noc

Proactive Monitoring Team Leader NOC – Philippines (Cloudstaff)

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We are currently on the lookout for a Proactive Monitoring Team Leader NOC to join our team at Cloudstaff, the #1 workplace everywhere

Role: Proactive Monitoring Team Leader NOC

Work Arrangement: Work from Office

Location: Philippines - Ortigas/ Cebu

Schedule: Night shift

The Proactive Monitoring Team Leader oversees daily team operations to ensure consistent monitoring and support for all brands. This role drives team performance, enforces operational standards, manages escalations, and brings technical expertise in WiFi setups and network performance monitoring — ideally in a hospitality environment.

Key Responsibilities:

• Conduct regular status meetings with the Manager and Supervisors to align goals and implement direction for the team.
• Monitor team performance and submit reports on progress against action plans set by management.
• Delegate tickets, dispatches, and Person-In-Charge (PIC) tasks to team members; assist with any job-related questions.
• Proactively handle tickets, emails, and urgent cases across all brands.
• Ensure full coverage and proper handling of all brands' monitoring needs.
• Step in to handle dispatch or PIC cases if no NOC/PNOC agent is available.
• Collaborate with the NOC Manager and Supervisor for ticket scrubbing; send shift hand-off reports before end of shift.
• Maintain access to updated policies and monitor team performance against standards.
• Provide coaching, refresher training, and feedback on quality failures or underperformance.
• Gather and deliver feedback to the Supervisor and Manager regarding objectives and action plans.
• Facilitate team huddles, provide regular feedback to members, and drive team engagement through socialization activities.

Qualifications & Requirements:

• Proven experience in monitoring operations, technical support, or a related field.
• Hands-on experience setting up WiFi networks and monitoring network performance.
• Hotel or hospitality industry experience is highly preferred.
• Strong leadership and delegation skills.
• Excellent communication and reporting abilities.
• Ability to multitask, handle urgent cases, and step into operational roles when necessary.
• Skilled at coaching, training, and providing constructive feedback to team members.
• Flexible and proactive mindset with strong problem-solving skills.

Perks & Benefits (Work From Office/Hybrid):

• Comprehensive health and life insurance on your 16th day of employment, covering 1 free dependent on the 16th day of employment
• Flexible leave credits which may be used for vacation, emergency and sick leaves
• Mid-Year parties with items and cash prizes
• Opportunities for career advancement
• Company-provided PC/Laptop and fiber internet connection
• Weekly office perks for office staff – Free Coffee, Meals and Beer Fridays
• VIP lounge and game rooms, child-friendly spaces for work-life balance
• Participation in CS Social Clubs and Special Interest Groups
• International career growth and referrals incentives
• Mental Wellness Employee Assistance program via Lifeworks
• In-house psychiatrist for employee well-being
• Employee Share Units program
• Cloudstaff Dream Points for redeeming items

Cloudstaff: Build Your Career, Anywhere. Established in 2005, Cloudstaff is a leading outsourcing company that enables businesses to thrive through smarter talent solutions.

Why Cloudstaff is the #1 Workplace?

• Award-winning Culture: We aim to be the #1 Workplace Everywhere with staff engagement initiatives and industry recognition.

• Invest in You: Training, mentoring and opportunities for career advancement.

• Thrive as an Individual: Strong work-life balance with flexible schedules and perks.

To become a priority applicant, please share a 1-2 minute video introduction detailing your experience in this role. Upload to the CSJobs platform with a clean background.

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Job Description:

Provide real-time assistance to T2s and handle escalated calls for offline devices when all Senior NOC agents are unavailable.

• Nagios Alerts monitoring – Hosts and Services.
• Create a ticket and initiate contact to sites to troubleshoot and resolve Proactive monitoring cases.
• Notify properties of offline/down equipment through calls and/or email and provide options to send a technician to resolve or replacement if unable to troubleshoot.
• Contact properties to get approval for dispatches and hardware replacement through calls and emails.
• Create, assign and handle tech dispatches.
• The scope of work will determine the amount of time needed to work with the technician/s
• Team member notifies the customer of the dispatch schedule and ETA.
• Work with Tech Dispatches related to troubleshooting, recover offline devices and installing/ configuring replacement devices.
• Initiate Return Merchandise Authorization (RMA) and follow up to close faulty materials/hardware.
• Update Follow up and Refused to Troubleshoot tracking spreadsheets.
• Run, follow up and complete P.I.C (Post Installation Check).
• Install NMS package and add installed equipment to the database.

Technical Requirements: Certified Tier 2 Engineer; Ruckus certifications preferred.

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We are seeking a detail-oriented Network Operations agent to join our team. This role involves managing network connectivity and troubleshooting issues to ensure seamless operations.

Responsibilities include:

• Responding promptly to inbound alerts from monitoring systems.
• Conducting initial remote troubleshooting to identify root causes or restore connectivity.
• Creating and managing tickets with ISPs and incident management teams for circuit-related issues or outages.
• Coordinating with property and incident management teams to address power outages.
• Guiding property resources in resolving basic cabling or physical connectivity issues.
• Assisting property resources in troubleshooting basic device configurations or failure conditions.
• Collaborating with device manufacturers when equipment failure is suspected.
• Overseeing the RMA process, from initiation to approval/rejection.
• Providing remote support for RMA replacements once approved.
• Scheduling internal resources for on-site dispatch as needed, based on warranty or subscription status.
• Implementing temporary solutions where feasible and appropriate.

Requirements:

• Understanding of TCP/IP, DNS, DHCP, and VPNs.
• Experience with WAN/LAN troubleshooting and network monitoring tools.
• Diagnosing connectivity, hardware, and configuration issues.
• Familiar with ISP and circuit-related troubleshooting.
• Experience with routers, switches, firewalls, and wireless devices.
• Knowledge of RMA processes and working with manufacturers.
• Proficiency in ticketing systems (e.g., SalesForce).
• Ability to work with ISPs, vendors, and property teams effectively.
• Clear communication with technical and non-technical stakeholders.
• Basic knowledge of power systems (e.g., UPS, generators).
• Strong problem-solving, teamwork, and prioritization skills.

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This section mirrors the above role descriptions and responsibilities for continuity.