NOC Team Lead

SageNet • Marietta, GA

1d • Onsite

About The Position

As the Team Lead for Satellite NOC Operations, you will serve as the technical leader and primary escalation point for SageNet's satellite and VSAT services, helping ensure the reliability and performance of mission critical customer networks. In this role, you'll provide technical guidance, lead complex incident response efforts, and partner with engineering, teleport operations, and customer facing teams to deliver exceptional service. While this position does not have direct reports, you will play a key role in mentoring teammates, improving operational processes, and driving technical excellence across the Satellite Network Operations Center.

Requirements

• Associate's or Bachelor's degree in Information Technology, Networking, Telecommunications, Computer Science, or a related field, or equivalent professional experience.
• 3 to 5 years of experience in a Network Operations Center supporting satellite, VSAT, or complex WAN environments.
• Strong knowledge of satellite communications, including RF fundamentals, link performance analysis, and hub-based network architecture.
• Experience troubleshooting satellite modems, routers, firewalls, and carrier connectivity.
• Proven ability to troubleshoot complex technical issues in a fast paced, mission critical environment.
• Strong verbal and written communication skills with the ability to communicate technical concepts to both technical and nontechnical audiences.
• Demonstrated ability to mentor teammates and provide technical guidance.
• Experience using network monitoring, ticketing, and incident management platforms.
• Strong analytical and problem-solving skills.
• Ability to prioritize multiple critical issues simultaneously.

Nice To Haves

• Previous experience serving as a technical escalation point or informal team lead.
• Working knowledge of ITIL, incident management, change management, or service management best practices.
• Cisco, Fortinet, or satellite industry certifications.
• Experience working directly with enterprise customers during major incidents.

Responsibilities

• Serve as the primary escalation point for complex satellite and VSAT incidents, ensuring thorough troubleshooting and timely resolution.
• Provide advanced technical guidance on satellite specific issues including RF degradation, modem configuration, hub infrastructure, teleport coordination, and WAN integration challenges.
• Monitor case queues, ticket aging, and SLA adherence to ensure service level commitments are consistently met.
• Insert into high impact incidents as needed to accelerate resolution and remove roadblocks.
• Lead major incident bridge calls, provide impact assessments, and communicate resolution progress to internal stakeholders and enterprise customers.
• Partner with Satellite Engineering and teleport teams to address recurring issues, identify root cause trends, and implement preventive solutions.
• Analyze satellite network performance metrics such as Eb No, signal quality, latency, and utilization to identify systemic issues and recommend corrective action.
• Represent the Satellite NOC on customer calls, providing technical explanations, status updates, and post incident summaries.
• Support workload balancing, shift coordination, and day to day operational execution to ensure efficient NOC performance and customer responsiveness.
• Mentor and coach Tier 1 and Tier 2 associates, reinforcing troubleshooting standards, documentation quality, and customer communication expectations.
• Contribute to the development and maintenance of satellite specific runbooks, knowledge base articles, and process documentation.
• Participate in on call rotations and provide after-hour leadership support as required in a 24 by 7 environment.

Benefits

• World class service and support via its US based 24 by 7 by 365 Network Operations Centers and Security Operations Centers, geographically diverse teleports, a central National Logistics Center, multiple data centers, and a nationwide field service organization.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree