NOC Team Lead

• 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.

required skills

• 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.

• 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.

Education
Bachelor’s degree or an equivalent combination of education and relevant experience preferred.