Role: NCC Supervisor
Location: Valencia, Spain (Onsite)
Permanent Full time Position
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Role Purpose
NCC Supervisors provide shift-level operational leadership, act as the first escalation layer, and ensure staffing, process adherence, and service continuity during their shifts.
Key Responsibilities
· Manage shift-based staffing schedules and ensure minimum on-site coverage
· Act as first-level escalation point for complex, critical, or disputed incidents
· Temporarily assume NCC Manager responsibilities during manager absence (if required)
· Identify knowledge and skill gaps in NCC operators and coordinate remediation
· Support creation, update, and review of:
o SOPs
o Procedures and guidelines
· Participate in ISO/SISMS internal and external audits
· Represent NCC in operational or review meetings when required
· Liaise with SGITT senior management during escalations or reviews
· Ensure correct execution of incident, change, and reporting processes during shifts
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Mandatory Skills & Qualifications
· Minimum 2 years of relevant NCC / ICT operations experience
· Advanced ITIL certification:
o ITIL v3 (minimum 12 credits toward Expert), or
o Two ITIL 4 Specialist/Strategist certifications
· English proficiency: CEFR B2 or above
· On-site presence as per defined shift schedule