NOC Team Lead

The NOC Team Lead (Third Shift) is responsible for overseeing overnight operations of the Network Operations Center. This individual will lead a team of engineers and technicians to ensure optimal network performance, timely incident resolution, and continuous monitoring of all infrastructure and customer-facing services. The Team Lead will act as the first line of escalation for technical and procedural issues and is expected to ensure proper shift turnover and maintain operational excellence., * Provide leadership and technical guidance to overnight NOC staff, including Engineers I/II and Technicians.

• Monitor network systems, infrastructure, and alarms to identify and respond to incidents promptly.
• Prioritize, assign, work, and track tickets, ensuring adherence to SLAs and escalation procedures.
• Serve as the shift escalation point for critical network issues and coordinate with cross-functional teams (e.g., Engineering, Field Ops, Vendors).
• Ensure accurate documentation and shift turnover notes are prepared and communicated effectively.
• Assist the NOC Supervisor/Manager in evaluating team performance, identifying training needs, and mentoring junior staff.
• Lead shift turnover process, manage escalations, and contribute to root cause analyses and problem management efforts.
• Uphold standard operating procedures (SOPs), compliance policies, and change management processes.
• Provide feedback on process improvements and participate in post-incident reviews., * Assist the NOC Change Management team, as required, in determining customers impacted and the effects during network maintenance and grooming.
• Perform any other duties assigned by the NOC supervisor or manager.
• Assist in training as needed.

• Associate’s or bachelor’s degree in Telecommunications, Networking, or related field preferred.
• 3+ years of experience in a NOC environment, with at least 1 year in a lead or supervisory role.
• Strong understanding of telecommunications infrastructure (fiber, transport, IP, voice).
• Proficient with NOC tools and monitoring platforms (e.g., SolarWinds, Splunk, Netcool).
• Excellent troubleshooting and analytical skills; ability to remain calm under high pressure.
• Familiarity with ticketing systems (e.g., ServiceNow, Remedy, MBS/Elements).
• Effective verbal and written communication skills, especially in shift handovers and incident documentation.
• Willingness to work the third shift and weekends/holidays as needed.
• Willingness to be part of a rotating on-call.
• Must have demonstrated competency in all lower levels of job responsibility.
• Troubleshoot network (Data & Voice) incidents in a timely fashion.
• Prioritize network issues by severity and escalating to the appropriate level, as necessary.
• Resolve customer incidents via multiple communication outlets.
• Must have good customer service and organizational skills.
• Maintain status updates to internal and external customers until incidents are resolved.
• Perform various steps to verify levels and coordinate with Field Operations.
• Ability to learn and retain information in a fast-paced environment.
• Ability to multitask efficiently and work independently and as a team while maintaining quality service.
• Respond to customer requests and provide timely communication as defined by our department’s policies.
• Experience using MS Office Suite and SharePoint.
• Knowledge of Telnet, SSH, RDP, and WebHTTPS is required to access devices and utilize web and CLI interfaces.
• Must maintain and/or exceed company QA scores.
• Possess the ability to take on new, demanding challenges.
• Demonstrate the ability to assume new levels of responsibility and deal with them effectively.
• Ability to accurately identify circuit types and the solution of how they are delivered. (ie, internet, transport, managed, and voice services)
• Conduct RFC and performance testing, adhere to SLA and MTTR policies and standards.
• Knowledge and experience with the ability to identify and troubleshoot faults on network-related devices such as xDSL modems, network interface devices, Layer 2/Layer 3 switches, firewalls, routers, microwave radios, voice (VoIP, SIP, PRI, hosted voice, and analog voice services) daily.
• Solid background using VISIO, Network Monitoring Software, and incident management systems.
• Basic knowledge of dynamic routing protocols and technologies.
• Basic knowledge of layer 2 switching technologies such as Q-in-Q, s-tag, c-tag, and STP.
• Ability to assist field personnel with hardware replacement.
• Ability to confirm and/or perform firmware upgrades to network devices.
• Knowledge of network switching functions: LNP, CNAM, CALEA, STIR/SHAKEN, etc.
• Ability to analyze, summarize, test, and solve issues with VoIP and TDM services, SIP, SS7, and ISDN messaging.
• Ability to manage assigned tasks with minimal supervision.
• Ability to monitor and analyze alarms via the NMS system and create tickets in the incident management system accordingly in a 24/7 environment.