NOC Team Lead

GuideIT•Plano, TX

34d•Hybrid

About The Position

The NOC Team Lead is responsible for directing and mentoring our Level 1 NOC team, which oversees the monitoring of infrastructure systems across multiple environments. This role leads a dedicated team of NOC agents who operate 24/7/365 to monitor infrastructure events, conduct initial troubleshooting, and escalate unresolved issues to Level 2 or Level 3 engineers. This role reports to the Infrastructure Operations Leader. The ideal candidate will thrive in a collaborative team environment, possess strong attention to detail, and build a sense of ownership and urgency within the team when addressing critical events.

Requirements

Proven leadership capabilities, including scheduling, coaching, and mentoring NOC team members.
RCAs
Strong commitment to ITIL standards and maintaining PCI compliance within the environment.
Experience with Windows Server (2012, 2016, 2019).
Basic understanding of networking concepts, including TCP/IP, VLANs, and DNS.
Familiarity with virtualization technologies such as VMware or Hyper-V.
Proficient in utilizing various ticketing systems, ensuring all tickets are addressed promptly.
Experience with Active Directory, MFA, and related technologies.
Flexibility to work shifts, including nights, weekends, and holidays as required.
Excellent communication and interpersonal skills.
Strong analytical and problem-solving abilities.

Nice To Haves

ITIL certification, training or relevant experience.
Proficiency in the use of monitoring tools.
Experience with patch management processes.
Familiarity with workload schedulers, such as IBM Tivoli.
Experience with Linux environments.

Responsibilities

Oversee the monitoring and patching of infrastructure equipment, including servers, WAPs, switches, and firewalls.
Collaborate with Infrastructure team to address downed devices and high-priority incidents.
Collaborate with Infrastructure leader to identify opportunities for shift-left from the Level 2 and 3 team to Level 1.
Ensure thorough documentation for each ticket and facilitate escalations as needed.
Support investigations into data anomalies to identify possible root causes.
Maintain an up-to-date understanding of various software and web-based applications, managing documentation accordingly.
Lead Level 1 infrastructure activities (incidents or service requests) following established procedures.
Identify gaps in procedures and ensure the team has well-written standard operating procedures to follow for common events.