ABOUT THE ROLEThe
NOC Lead is the senior operational authority within our Network Operations Center. This is a hands-on, working leadership role where you will operate "on the tools" alongside a NOC Engineer, own incident management, and build operational processes (runbooks, KPIs, change management) from the ground up.
A dominant project during your first year will be leading our
strategic transition away from our current MSP, which will consume 50-60% of your focus in the first six months.
Team & Shift StructureWe use a sustainable, three-tier coverage model built to prevent burnout:
- Tier 1 (First Response): TechOps Engineers handle after-hours and weekend pages.
- Tier 2 (Escalation): You and a NOC Engineer alternate weekly primary coverage. You only receive escalations if an issue exceeds Tier 1 scope (typically a 30-minute time-box).
- Hours: Mon-Fri daytime (~08:00-18:00 MT/EST). After-hours pager volume is low, averaging just 3-4 pages per week.
- On-call participation is compensated separately from base salary.
Key Responsibilities- Incident Management: Own all P1/P2 incidents from detection to resolution. Lead the bridge, drive stakeholder communications, and deliver full post-incident reviews within 10 days.
- Infrastructure & Vendor Ownership: Maintain operational status across 8 remote sites (WAN, FortiGate firewalls, Cisco Nexus, GCP environment, NetBox IPAM, and monitoring stacks). Act as primary escalation for ISPs (AT&T, Rogers, TELUS, etc.) and ensure Starlink tertiary backup readiness.
- Governance: Enforce change management protocols (including freeze windows during Bitcoin halving and earnings events). Manage VPN access, network automation (Oxidized/Rundeck), and device licensing.
- Leadership: Onboard, mentor, and run quarterly reviews for the NOC Engineer. Partner with the TechOps Manager to ensure smooth shift handovers via Jira.
What You Bring- 5+ years in network operations, NOC, or infrastructure engineering.
- Proven Incident Leadership: Experience being the primary driver on the bridge during critical P1/P2 production events.
- Technical Stack: Hands-on experience with FortiGate firewalls, Cisco Nexus/ProCurve switching, WAN circuits, OpenVPN, and full monitoring stacks (Zabbix, LibreNMS, Grafana, PagerDuty).
- Cloud & Systems: Working knowledge of GCP infrastructure and Terraform (IaC).
- Process Builder: Highly desirable if you have prior experience with MSP transitions/in-housing or building NOC SOPs from scratch.
- Attributes: Calm under pressure, highly communicative, and fiercely protective of team sustainability.
ABOUT THE WORK ENVIRONMENTThis role is in office at our corporate headquarters in the Brickell area of Miami, Florida. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
