NOC Application Assurance Lead - Minnetonka, MN

Metronet•Hopkins, MN

7d•Onsite

About The Position

As a NOC Application Assurance Lead, you will perform 24x7 continuous DC and IT infrastructure monitoring of Metronet’s data centers, server systems, and applications; as well as perform administrative tasks such as workload assignment, prioritization and assignments of day-to-day NOC shift member activities. The Technician should have extensive knowledge of commonly used concepts, practices, and procedures within at least one of the above fields. This position will act as the first level of support for NOC Shift team members and the 2nd level escalation for the NOC Management team and our internal Enterprise IT and Technology leaders.

Requirements

Associate’s or Bachelor’s degree in a technical field and/or equivalent technical training.
4–7 years of experience in the IT, network, and/or data center industry, including experience leading teams supporting physical and virtual server infrastructure, cloud, networking, and data center technologies.
Extensive knowledge of IT infrastructure (servers, storage, virtualization, operating systems, and applications), with strong troubleshooting skills and the ability to drive remediation efforts.
Working knowledge of data center infrastructure and operations.
Proficiency with IT Operations Management (ITOM), network monitoring, and observability tools (e.g., Grafana, Dynatrace, SolarWinds, Nagios), as well as ticketing systems.
Extensive understanding of ITOM best practices, with the ability to educate, coach, and train team members.
Demonstrated leadership experience, including workload distribution, task oversight, and quality assurance.
Strong analytical, customer service, and conflict-resolution skills, with the ability to work under pressure and make sound decisions.
Excellent organizational, time-management, communication, and computer skills, enabling effective collaboration with technical and non-technical stakeholders.
Proven ability to take on complex challenges, assume increasing responsibility, and maintain a professional attitude.
Willingness to work as a team and independently.
Must be legally authorized to work in the U.S.

Responsibilities

Lead a team of NOC technicians during assigned shifts, allocating tickets and tasks based on role and skill set, and following up to ensure timely completion and quality.
Operate within a 24x7x365 Operations Center environment, including second and third shifts, weekends, and holidays as required.
Monitor ITOM and network management systems for alarms, performance metrics, and customer-reported issues using monitoring tools, email, chat, and phone channels.
Direct and coordinate responses to system alerts, outages, degradations, and corrective actions to minimize downtime and improve mean time to resolution (MTTR).
Ensure accurate, timely reporting, documentation, and tracking of alarms, incidents, and events, maintaining high standards of urgency and quality.
Manage trouble ticket flow, prioritization, ownership, and responsiveness while ensuring documentation standards are met.
Communicate outages, events, and status updates to internal Metronet teams, leadership, vendors, and service providers, coordinating resolution efforts as needed.
Effectively escalate critical network incidents to appropriate stakeholders and support coordinated response and resolution.
Develop and maintain comprehensive shift documentation, including incident reports, troubleshooting actions, and system status updates.
Train and mentor new and existing team members on tools, processes, and responsibilities.
Perform contact center duties in a high-volume environment and complete additional tasks as assigned by NOC management.
Other job-related duties as requested