We are seeking a highly skilled and mission-driven NOC Lead to oversee the continuous availability, performance, and operational integrity of enterprise IT services. This role requires a steady, detail-oriented leader who can coordinate people, processes, tools, and vendors to ensure seamless operations across a 24x7x365 environment. The NOC Lead drives operational excellence through incident management, service restoration, team leadership, and adherence to service level and organizational objectives.
Requirements
Operations Management- Monitor the health, availability, and performance of networks, systems, applications, and infrastructure.
- Ensure 24x7x365 operational readiness, including shift coverage and resource coordination.
- Manage escalations and direct response activities across technical teams.
- Oversee change implementation and maintenance activities.
- Maintain real-time awareness of active incidents, outages, and operational risks.
Incident & Problem Management- Lead major incident response and service restoration efforts.
- Prioritize and coordinate troubleshooting activities to ensure timely resolution.
- Ensure incidents are documented, tracked, and resolved within SLA requirements.
- Conduct root cause analysis (RCA) and drive corrective actions for recurring issues.
Team Leadership- Supervise, mentor, and develop NOC analysts and engineers.
- Manage shift handoffs, workload distribution, and adherence to SOPs.
- Provide coaching, training, and performance feedback.
- Support hiring, onboarding, and workforce planning.
Service Delivery & Customer Support- Serve as the primary operational point of contact for customers and stakeholders.
- Communicate service impacts, outages, and restoration progress.
- Ensure compliance with SLAs, OLAs, and contractual requirements.
- Prepare operational reports, metrics, and dashboards.
- Coordinate with vendors, carriers, and external support partners.
Process & Continuous Improvement- Develop and maintain operational procedures and knowledge articles.
- Enhance monitoring, alerting, and automation capabilities.
- Analyze operational metrics and trends to identify improvement opportunities.
- Support audits, cybersecurity requirements, and compliance activities.
Required Qualifications- Strong understanding of enterprise network technologies (TCP/IP, DNS, DHCP, routing, switching, firewalls).
- Experience with Windows and Linux server environments.
- Familiarity with cloud platforms (AWS, Azure, or Google Cloud preferred).
- Proficiency with monitoring and management tools such as SolarWinds, PRTG, Nagios, LogicMonitor, Dynatrace, Splunk, or ServiceNow.
- Knowledge of ITSM processes including Incident, Problem, Change, and Knowledge Management.
Medical, dental, vision, and 401k benefits are included with this position.
