Oversee the Coordination Desk, serving as the first line of defense for alerts, incidents, and outages.
Ensure creation and management of master incident tickets, coordinating cross-functional resources through resolution.
Lead and participate in incident management bridges for large customer or multi-site outages, driving accountability and resolution.
Serve as an escalation point for tool outages, large-scale customer outages, and high-impact service disruptions.
Provide clear, confident communication on large bridges with technical teams, customers, and senior leadership (including VPs).
Provide people leadership through regular performance discussions, coaching, development planning, and corrective action as needed.
Conduct quality assurance audits of incidents, tickets, and events to ensure adherence to standards and best practices.
Analyze and report key performance indicators such as MTTR, quality metrics, and PTUs, using insights to drive continuous improvement.
Partner closely with engineering, leadership, and cross-functional teams to manage escalations and align on resolution strategies.

Demonstrated people leadership experience, including coaching, performance management, and team development.
Strong verbal communication skills with the ability to confidently speak on large bridges and present to senior leaders.
Ability to operate effectively in a fast-paced, dynamic, and often unstructured environment where priorities change quickly.
Proven ability to exercise independent judgment and discretion in matters of significance.
Previous experience in incident management, service assurance, NOC, or managed services environments is preferred.
Technical background or familiarity with networking, infrastructure, or managed services environments (hands-on ticket work not required).
Experience working in 24x7 operational environments supporting large or enterprise customers.
Exposure to ITIL, incident escalation frameworks, or structured service management practices.

Supervisor, Enterprise Service Assurance – Managed Services

Key skills