NOC Lead

Job Title: NOC Lead Location: CityScape What you'll do: As a Network Operations Center Lead - Staff Engineer II you'll provide expertise in a suite of technical tools and products across network operations to ensure production services are safe, secure, compliant, stable, and reliable. You'll identify operational support needs, break/fix gaps, service restoration improvements, and production readiness risks while leading day-to-day technical execution across incidents, requests, escalations, and recurring operational issues. You'll facilitate dialogue across NOC L1, NOC L2, fulfillment, observability, Critical Response Coordination, and engineering teams. As the NOC Lead, you'll provide day-to-day technical leadership for shift execution, queue health, escalation quality, operational readiness, and incident response while developing effective presentations and narratives for technical teams and leadership. Lead operational support planning for production environments, including break/fix response, service restoration, escalation readiness, and technical recovery execution. Design and implement engineering principles aimed at reliability practices and sound recovery procedures. Design transaction specific application performance monitoring metrics that can be captured and passed to business partners. Develop and maintain technical documentation, including system configurations and procedures while also ensuring compliance with IT policies, procedures, and industry standards. Develop desktop procedures when needed that others follow. Provide day-to-day technical leadership for NOC L1, NOC L2, and fulfillment activities across distributed shifts. Drive queue discipline, shift handoff quality, escalation quality, and follow-through for incidents, service requests, operational tasks, and aging work. Serve as a senior technical escalation point for network incidents, service degradation, monitoring gaps, and high-impact operational issues. Coordinate with Critical Response Coordinators during major incidents by providing technical triage, impact clarity, remediation status, and next-step ownership. Partner with engineering, observability, security, automation, and service management teams to identify recurring issues, reduce alert noise, improve monitoring quality, and strengthen operational readiness. Coach analysts and engineers on troubleshooting approach, documentation expectations, ticket hygiene, escalation standards, and operational accountability. Support network readiness activities including health checks, patching, vulnerability remediation, disaster recovery exercises, and operational validation. Prepare clear operational updates, leadership summaries, post-incident notes, and improvement recommendations that explain risk, progress, constraints, and decisions. Complete work in a timely and accurate manner while providing exceptional customer service. What you'll need: 7+ years of related experience in IT Networking, Network Operations, Network Security, Infrastructure Support, IT App Support, IT Development, or similar field. Bachelor's degree in Computer Science, Information Technology, Information Systems, Engineering, or a related technical or business-technology field required. Recommended industry certifications include CCNP Enterprise or equivalent industry network certification, Palo Alto NSP or equivalent network security certification, and ITIL Foundation. Previous leadership experience preferred. Intermediate to advanced knowledge of general Financial Services or Banking is preferred. Advanced knowledge of applicable regulatory and legal compliance obligations, rules and regulations, industry standards and practices. Advanced proven experience leading operational support teams through incident response, break/fix troubleshooting, production escalations, service restoration, and recurring issue remediation. Additional experience coordinating operational work across ticket queues, monitoring alerts, change activity, vulnerability remediation, and platform support responsibilities. Advanced ability to understand the operational impact of production issues and align break/fix priorities with service stability, customer impact, risk reduction, and business continuity. Capable of leading and motivating cross-functional operational teams during escalations, resolving support conflicts, driving technical follow-through, and identifying risks that affect service reliability, recovery readiness, and operational execution. Proficient in governance patterns tied to incident handling, escalation quality, operational validation, change readiness, and technical support standards. Strong technical knowledge across enterprise routing, switching, firewall, DNS, DHCP, IPAM, load balancing, SD-WAN, cloud networking, monitoring, and network troubleshooting. Experience with ServiceNow, SolarWinds, LiveNX or LiveAction, ThousandEyes, NetBrain, AppDynamics, F5, Cloud #J-18808-Ljbffr westernalliancebank