NOC Shift Lead

Zoom • San Jose, CA

8d • Hybrid

About The Position

We are seeking an experienced NOC Shift Lead to manage critical data operations and incident response for our global infrastructure. This role combines technical expertise with leadership skills to ensure seamless service delivery. We value our talented employees, and whenever possible strive to help one of our associates grow professionally before recruiting new talent to our open positions. If you think the open position you see is right for you, we encourage you to apply! Our people make all the difference in our success.

Requirements

• Have track record with 5+ years managing incident response teams.
• Bring expert knowledge of ITSM frameworks and incident management processes.
• Show strong proficiency in data center operations and cloud infrastructure monitoring.
• Have developed advanced skills in documentation and collaboration tools (Jira, Confluence, Zoom Docs)
• Demonstrate leadership in cross-functional team environments
• Deliver excellence in global team coordination across multiple time zones
• Adapt to the flexibility required to work rotating shifts including evenings, weekends, and holidays.
• On-call responsibilities are part of the role to ensure 24/7 operational coverage.

Responsibilities

• Leading real-time monitoring and analysis of system performance metrics and KPIs.
• Managing incident response workflow and coordinate resolution across technical teams.
• Overseeing alert management system and establish escalation protocols.
• Conducting troubleshooting efforts and incident investigations.
• Supervising ticket queue management and action item tracking
• Coordinating with technical and service teams for system maintenance and upgrades.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed
• Number of Employees: 5,001-10,000 employees