NOC Supervisor - National

Frogfoot is in search of a NOC Supervisor to join the team.

Purpose of the Role

The NOC Supervisor is responsible for overseeing the day-to-day operations of the Network Operations Centre (NOC), providing leadership and support to NOC Engineers across assigned shifts. As the first point of escalation for technical and operational matters, you will ensure that incidents are effectively managed, workflows run smoothly, and our clients receive a high standard of service.

This role bridges the gap between the NOC team and management, combining strong technical expertise with people leadership, coaching, and operational oversight in a fast-paced, 24/7 environment.

What You'll Be Responsible For

Leading the NOC Team & Shift Operations

• Supervising and supporting NOC Engineers during assigned shifts to ensure work is completed efficiently and effectively.
• Providing coaching, mentoring and technical guidance to team members when required.
• Ensuring appropriate staffing levels and balanced workloads across shifts.
• Managing effective shift handovers to ensure continuity between teams.
• Promoting high standards of professionalism, punctuality and client service.

Managing Incidents & Escalations

• Acting as the first point of escalation for incidents and technical issues that cannot be resolved at an Engineer level.
• Overseeing troubleshooting efforts and supporting the accurate identification of root causes.
• Coordinating with internal technical teams and external vendors to drive the timely resolution of incidents.
• Ensuring clear and professional communication with clients during high-impact incidents.
• Reviewing major incidents to ensure that resolutions and documentation are complete and accurate.

Driving Operational Excellence

• Monitoring NOC dashboards and alerts and ensuring incidents are responded to appropriately and within the required timeframes.
• Ensuring that tickets, incidents and client communications are accurately recorded.
• Maintaining compliance with SOPs, escalation protocols, SLAs and relevant security and regulatory requirements.
• Identifying operational gaps and opportunities to improve processes and ways of working.

Monitoring Performance & Reporting

• Maintaining accurate shift logs and records of incidents, escalations and significant client communications.
• Providing regular reporting to the NOC Manager on team performance, incidents and operational trends.
• Monitoring SLA performance and identifying potential risks or recurring issues.
• Providing meaningful observations and feedback to support employee performance management.

Developing Your Team

• Coaching and mentoring NOC Engineers to strengthen their technical troubleshooting and client interaction skills.
• Identifying skills gaps and supporting relevant training and development opportunities.
• Encouraging knowledge sharing and collaboration across the team.
• Fostering a client-first culture and a high-performing, supportive team environment.

What You'll Need to Have

• A Diploma or Degree in Information Technology, Networking, Telecommunications or a related field would be advantageous, although relevant equivalent experience will also be considered.
• 3–5 years' experience in a NOC or technical operations environment.
• At least 1–2 years' experience in a supervisory or team leadership capacity.
• Experience working with enterprise-grade monitoring systems and ticketing platforms.
• A solid understanding of incident and escalation management, as well as client communication protocols.
• Experience leading or working within a 24/7 shift-based operational environment.

Skills That Will Help You Succeed

• Strong technical troubleshooting and diagnostic abilities.
• The ability to lead, motivate and support a technical team in a fast-paced environment.
• Excellent communication and interpersonal skills.
• A client-focused approach with strong client-facing experience.
• The ability to remain calm, decisive and solution-focused under pressure.
• Knowledge of network monitoring tools, ticketing systems and escalation processes.
• Familiarity with ITIL principles for incident and problem management.

Qualities We Value at Frogfoot

At Frogfoot, we value people who take ownership, work collaboratively and are committed to delivering excellent service. For this role, we are looking for someone who:

• Leads by example and supports the growth and success of their team.
• Takes ownership and is comfortable making decisions in a fast-paced environment.
• Stays calm under pressure and approaches challenges with a solution-focused mindset.
• Communicates openly and professionally with colleagues, clients and stakeholders.
• Values continuous improvement and is always looking for ways to improve processes and performance.
• Puts the client first and understands the importance of delivering a reliable and high-quality service.
• Works collaboratively and promotes knowledge sharing across the team.