Solvo is changing how North American companies connect with talented, nearshore employees, along with the latest AI-powered tools. Solvo provides exceptional, affordable remote talent to U.S. and Canadian businesses in 50+ industry specialties. Solvo operations feature employees with no language barriers, a strong work ethic, in the same time zone, mirroring...

Core Responsibilities

Operations & SLA Ownership~

• Direct oversight of multi-channel queues (alerts, tickets, calls).
• Dynamically rebalances workload to protect team-specific SLAs and manages urgent operational risks.

Incident & Technical Governance~

• Acts as the primary escalation point for complex incidents.
• Enforces strict "ticket hygiene," technical accuracy, and security standards across the team.

Performance Leadership~

• Directly manages Tier 3/4 agents, including attendance, behavior, and professional development.
• Conducts structured 1~1s and documents performance action plans.

QA & Training Execution~

• Drives a minimum 85% QA score through routine audits and coaching.
• Delivers micro-trainings and refreshers to bridge skill gaps identified by recurring defects.

Reporting & Readiness~

• Provides weekly insights on SLA trends, quality defects, and training progress.
• Submits readiness evidence to senior management for final production sign-off.

Authority & Success Measures

Decision Rights~ Authorized to reassign work in real-time, require technical rework, and recommend formal corrective actions for underperformance.

KPIs~

• SLA attainment, Escalation Correctness, QA Scores (≥85%), and Team Ramp-up Progress.

Candidate Requirements

Experience~ 3–5+ years in NOC/Network Ops with Tier 3 expertise; prior supervisory experience is highly valued.

Technical~ Proficiency in troubleshooting methodology, NMS platforms (monitoring tools), and ticketing workflows.

Leadership~ Strong ability to mentor technical staff and provide constructive feedback to global stakeholders.

Certs~ Foundational Networking (CCNA, CCNP, Fortinet, or similar) and Management (PMP/ITIL) preferred.

• Direct oversight of multi-channel queues (alerts, tickets, calls).
• Dynamically rebalances workload to protect team-specific SLAs and manages urgent operational risks.
• Acts as the primary escalation point for complex incidents.
• Enforces strict "ticket hygiene," technical accuracy, and security standards across the team.
• Directly manages Tier 3/4 agents, including attendance, behavior, and professional development.
• Conducts structured 1~1s and documents performance action plans.
• Drives a minimum 85% QA score through routine audits and coaching.
• Delivers micro-trainings and refreshers to bridge skill gaps identified by recurring defects.
• Provides weekly insights on SLA trends, quality defects, and training progress.
• Submits readiness evidence to senior management for final production sign-off.

• Proficiency in troubleshooting methodology
• NMS platforms (monitoring tools)
• Ticketing workflows
• Ability to mentor technical staff
• Provide constructive feedback to global stakeholders

• Foundational Networking (CCNA, CCNP, Fortinet, or similar) preferred.
• Management (PMP/ITIL) preferred.