NOC Operator 1

Group 1001•Waltham, MA

2d•Hybrid

About The Position

The NOC (Network Operations Center) Operator 1 role is the final escalation point within the NOC for all service-impacting incidents and is responsible for driving these issues to full resolution. This role encompasses advanced troubleshooting, executing remediation actions as defined by NOC Method & Procedures, and managing the incident resolution process end-to-end. The NOC Operator 1 will establish and lead conference bridges with relevant stakeholders, escalate incidents to leadership at predefined SLA intervals, and issue mass communications to inform impacted stakeholder groups across the organization when necessary, according to NOC process. When not engaged in escalated incident management duties, the NOC Operator 1 is also responsible for performing all functions of the NOC Analyst roles, including monitoring, triaging, and initial ticketing of service-impacting events. An effective NOC Operator 1 will demonstrate the technical expertise, communication skills, and leadership necessary to ensure the timely resolution of critical incidents while also maintaining operational effectiveness in all NOC duties. The NOC Operator role is expected to exhibit a high level of proficiency in IT network, systems, and application infrastructure monitoring, troubleshooting, and incident management. This role requires in-depth knowledge of NOC processes and the ability to execute them effectively under pressure. The NOC Operator will take ownership of escalated incidents, coordinating resolution efforts from initial escalation to final resolution while maintaining clear and consistent communication with all stakeholders. Additionally, the NOC Operator will fulfill all duties of the NOC Analyst, including responding to alarms, triaging incidents, and escalating issues when necessary. The ability to manage conference bridges, escalate issues to leadership, and disseminate mass communications during high-severity incidents is essential. The NOC Operator will also contribute to post-incident analysis and continuous improvement of NOC procedures.

Requirements

Associate’s degree from an accredited college or university in a related technical discipline, or the equivalent combination of education, technical certifications or training, or work experience
Familiarity with IT network, systems, and application infrastructure monitoring in an SLA-driven environment
Experience with IT telemetry monitoring tools and the ability to quickly learn new tools as needed
Strong communication skills, both written and verbal, for clear incident reporting and escalation
Ability to rapidly assess and respond to service-impacting incidents under time-sensitive conditions
Proven ability to work effectively in a team environment, particularly in high-pressure situations
Basic understanding of incident management and escalation processes
Detail-oriented with strong organizational skills to manage multiple incidents and tasks simultaneously
High level of energy and the ability to maintain professionalism during incident management
Ability to follow established processes and adapt to new procedures as they are developed
Technical aptitude and willingness to learn new skills and technologies relevant to the NOC environment

Responsibilities

Monitor IT network, systems, and application infrastructure services for any service-impacting events
Respond to alarms and notifications from monitoring tools within established SLA guidelines
Triage, ticket, and escalate issues to the NOC Operator role within 15 minutes of detection or report
Serve as the initial point of contact for service-impacting incidents through various intake methods, including phone, email, in-person, and instant messaging
Correlate telemetry data from monitoring tools to identify potential service disruptions
Document incident details and actions taken in ticketing systems with clear and concise communication
Follow Method & Procedure documentation to ensure consistent and accurate incident management processes
Collaborate with NOC Operators and other IT teams to resolve or escalate incidents as needed
Participate in post-incident reviews to improve response processes and update Method & Procedure documentation
Maintain awareness of current infrastructure status and known issues to provide accurate incident context