What success looks like in this role: The Level 3 NOC Lead provides
technical leadership, operational oversight, and escalation management within a 24×7 Network Operations Center. This role ensures the reliability of Windows, Linux/Unix, and supporting infrastructure across multiple locations. The Level 3 Lead mentors Level 2 and Level 1 staff, drives process improvement, oversees incident response, and ensures compliance with operational and security requirements.
This position also supports specialized environments such as the
Cyber Vault / Cyber Backup environment, per program requirements.
Core Responsibilities:Technical Leadership & Escalation Management- Serves as the highest on-shift escalation point for complex Windows, Linux/Unix, and cross-platform issues.
- Provides expert-level troubleshooting and root cause analysis, building on Level 2 responsibilities such as:
- Diagnoses and resolves complex issues across host environments and connectivity layers.
- Coordinates with network-focused NOC personnel while maintaining credential separation.
Operational Oversight- Oversees daily NOC operations, ensuring consistent monitoring, proactive response, and system health checks.
- Validates that Level 2 staff perform required activities such as:
- Performs daily monitoring and initiates proactive measures to ensure system functionality and load balance.
- Ensures 24×7 coverage, shift handoff quality, and operational continuity.
Incident & Problem Management- Owns major incidents from detection through resolution.
- Leads post-incident reviews and drives long-term remediation.
- Ensure Level 2 staff complete incident remediation tasks such as:
- Owns Level 2 tickets through resolution, including root cause identification.
Documentation, Compliance & Process Improvement- Oversee creation and maintenance of runbooks, SOPs, and configuration documentation.
- Ensures licensing, configuration, and compliance records remain accurate, building on Level 2 duties such as:
- Updates system records, ensures licensing compliance, and maintains accurate configuration data.
- Identifies operational gaps and implement improvements across tools, processes, and workflows.
Team Leadership & Knowledge Transfer- Provides daily guidance, coaching, and technical mentorship to Level 2 and Level 1 staff.
- Conducts training sessions, validates readiness, and ensures consistent execution of procedures.
- Reviews and approves runbooks and how-to guides created by Level 2 staff.
Cyber Vault / Cyber Backup Support- Ensure NOC readiness to support the Cyber Vault and Cyber Backup environments.
- Coordinates training for network-focused NOC resources as required by program leadership.
You will be successful in this role if you have:- BA/BS degree and 4-6 years of relevant experience OR equivalent combination.
- Deep expertise in Windows and/or Linux/Unix systems administration.
- Demonstrated ability to lead technical teams in a 24×7 operational environment.
- Strong background in incident management, root cause analysis, and operational reporting.
- U.S. Citizenship and U.S. residency required.
- Ability to work rotating shifts and support mission-critical operations.
- May hold dual Windows/Linux credentials if permitted.
- Shift: Monday - Friday 7am - 4pm EST
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This role may require access to export-controlled commodities and technology. Therefore, to conform to U.S. export control regulations, applicant should be eligible for any required authorizations from the U.S. Government.
