Controller overseeing financial accounting processes for SimSpace, ensuring compliance and accuracy in financial records and reporting.
About the role
- NOC Support Ticket Controller Supervisor leading a technical support team for BCM One's operations. Overseeing ticket management while ensuring top-notch service standards in a hybrid setup.
Responsibilities
- Lead and coach a team of Ticket Controllers and Tier 1 Support Engineers that handle issues for our partners and on behalf of our partners for a very specific account base to ensure timely and effective management of customer tickets and incidents.
- Act as a technical SME, providing guidance, training, and escalation support to the team.
- Oversee day-to-day ticket flow to maintain SLA compliance, prioritizing critical issues and ensuring resolution quality.
- Manage escalations confidently and empathetically, communicating clearly with customers, internal teams, and partners.
- Monitor team performance and operational metrics; generate and analyze reports to identify trends, risks, and areas for improvement.
- Collaborate cross-functionally with Engineering, Service Delivery, and Customer Success teams to streamline communication and problem resolution.
- Ensure consistent documentation and adherence to standard operating procedures within the ticketing system.
- Support continuous improvement initiatives aimed at enhancing service quality, efficiency, and customer satisfaction.
- Conduct regular performance reviews, coaching sessions, and skill development plans to foster growth within the team.
- Participate in on-call rotations or after-hours escalations as required to support 24/7 operations.
- Champion BCM One’s customer-first culture, setting the tone for accountability, collaboration, and service excellence.
Requirements
- Bachelor's degree in a relevant field such as Electrical and Communication Engineering (ECE), Computer Engineering (CoE), or any IT-related discipline.
- Proficient understanding of IPv4 networking principles including WAN, LAN, DNS, UDP, and TCP.
- Demonstrated experience in using Microsoft Excel for data management and analysis.
- Previous experience as a SME, team lead, or trainer, facilitating the professional development of support staff.
- Previous experience in a ticketing or a support coordination role.
- Previous customer support experience.
Benefits
- Competitive industry salaries with annual reviews
- Health Insurance (HMO with 2 free dependents)
- Generous Paid time off
- Company retirement plan
- 13th month pay
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
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