NOC Lead

BeyondReach LLC•Cedar Rapids, IA

6d•Onsite

About The Position

As the NOC Lead, you will serve as the senior technical and operational anchor of the Network Operations Center, owning core network health while acting as an additional escalation point for the NOC team. You will translate complex technical issues for both technical and non-technical audiences, mentor NOC support staff in their daily work, and partner closely with the Director of Service Delivery to drive the team's priorities, SLA performance, and continuous improvement.

Requirements

2 years higher education or industry standard certifications
3-5 years preferred, including prior lead or mentorship experience
Strong communication and interpersonal skills, both written and verbal
Previous experience as a lead, with a demonstrated ability to guide and support a team
MikroTik MTCRE, Cisco CCNA or CCNP certification, or equivalent training and experience required
Strong background working within the IP Operations environment of a Telco or large ISP
Advanced understanding of IP principles and the components of an IP network
Advanced knowledge and experience with IPSec, STP, PPTP, L2TP, SSL, and MPLS
Advanced knowledge and experience with BGP (including eBGP and iBGP), OSPF, GRE, IS-IS, and EIGRP routing protocols
Advanced knowledge and experience with 802.1q and VLAN trunking, and QoS
Experience with network monitoring tools (Nagios, SolarWinds)
Basic understanding of VMware, including vSphere, or comparable virtualization skills
Experience building automation tools using Python, JavaScript, or other high-level languages

Responsibilities

Perform systems administration, maintenance, and support of core network infrastructure
Diagnose and troubleshoot equipment, hardware, network, and software related issues in a timely manner
Maintain ownership and follow through on all customer issues until they are fully resolved
Coordinate and monitor NOC activities with local field operations and vendor/supplier representatives to diagnose and fix faults across the entire network
Act as a liaison with customer representatives for escalations, and support local field operations with maintenance activities
Support and mentor the NOC support team in daily operations by effectively communicating expectations and driving accountability
Act as a lead to guide training and development activities for the NOC team
Partner closely with the Director of Service Delivery on areas of focus for the team
Manage performance to achieve expected results, and exemplify and promote BeyondReach values
Drive maintenance and improvements of standard operating procedures (SOPs)
Monitor and report on SLA performance status and any incident trends
Identify opportunities for process improvements and automation to enhance the NOC
Track day-to-day incident management of issues through the trouble ticket system
Maintain familiarity with all products and services offered, and build relationships across functional teams to serve as a technical resource for the entire team
Develop and maintain strong relationships with customers by making their needs a primary focus
Generate creative solutions and approaches to issues and organizational processes
Respond to telephone calls, emails, and tickets with professionalism and courtesy within established response guidelines
Responsible for entering time and expenses in BeyondReach systems as they occur and submitting them for approval by the designated deadline
Actively demonstrate reliability by maintaining a consistent work schedule
Required to carry 24x7 on-call responsibilities on a rotating basis, including weekends and holidays
Must be able to perform the role while following client guidelines for access and safety protocols at client job sites
Perform other duties as assigned