About Sunbytes
Sunbytes is a leading Tech & Talent Solutions company known for innovative and scalable solutions. We focus on achieving goals for our partners and team members, delivering high-quality products and services, and fostering a supportive, challenging work environment. Our diverse team shares a common purpose, making Sunbytes a great place to work.
We offer comprehensive long-term partnerships, including recruitment, dedicated worldwide talents, and custom software development, tailored to meet client needs.
Join Us Are you a proactive leader with a passion for operational excellence and service delivery Sunbytes is seeking a dedicated Remote NOC Supervisor to lead and optimize our Network Operations Center and Service Desk functions. If you thrive in a fast-paced, metrics-driven environment and love coaching teams to success, this role is for you.
About the Role
Sunbytes is setting up and managing an NOC team in South-East Asia for their US partner. We are looking for a Remote NOC Supervisor who will manage daily Service Desk operations, ensuring the timely resolution of incidents and service requests. This role focuses on SLA compliance, team performance, escalations, and continuous improvement. You will lead a support team, monitor KPIs, oversee the ITSM tool stack, and ensure compliance with regulatory standards such as ISO 27001 and SOX. Your leadership will be key to driving operational efficiency and service quality.
Job Responsibilities
- Supervise day-to-day Service Desk operations and ensure SLA compliance.
- Monitor ticket queues, prioritize tasks by criticality, and allocate resources effectively.
- Act as an escalation point for high-priority or unresolved incidents.
- Coordinate with internal and external teams for rapid incident resolution.
- Analyze performance metrics (FCR, AHT, CSAT) and generate operational reports.
- Propose and lead continuous improvement initiatives across processes and workflows.
- Coach and evaluate team performance; develop career plans and training programs.
- Foster a collaborative and high-performance team culture.
- Ensure the efficient use of ITSM and automation tools for optimal service delivery.
- Maintain compliance with information security standards and regulatory policies.
- Regularly update SOPs and lead documentation efforts.
Adjusted Tasks:
- Conduct bi-weekly team meetings to review KPIs and improvement areas.
- Lead post-incident reviews to identify root causes and corrective actions.
- Create real-time dashboards in ITSM tools for KPI visibility.
- Plan and implement annual training programs based on skill gap analysis.
Job Requirements
Technical skills:
- Bachelor's degree in IT, Systems Engineering, Business Administration, or a related field.
- Preferred: Postgraduate degree in IT Service Management or MBA with a tech focus.
- Experience with ITSM tools, automation systems, and service monitoring platforms.
- Strong understanding of SLA frameworks, operational KPIs, and support workflows.
- Familiarity with ISO 27001, SOX, and information security practices.
Soft skills:
- Strong leadership, coaching, and conflict resolution skills.
- Analytical mindset with an ability to drive data-based decisions.
- Excellent communication and stakeholder management abilities.
- Resilient under pressure and adaptable in dynamic environments.
- Fluent in English and Mandarin, both written and spoken.
Work Schedule:
5 working days per week from Monday to Friday, working hours will not exceed 45 hours per week
Benefits
- Leave: 30 days per year including all holidays (based on a 12-month contract)
- Learning & Development: Access to training and development programs aligned with company goals and training policies.
- Compensation Growth: Annual salary review and adjustment, plus a performance-based bonus once per year.
