NOC Application Assurance Lead - Minnetonka, MN

• Lead a team of NOC technicians during assigned shifts, allocating tickets and tasks based on role and skill set, and following up to ensure timely completion and quality.
• Operate within a 24x7x365 Operations Center environment, including second and third shifts, weekends, and holidays as required.
• Monitor ITOM and network management systems for alarms, performance metrics, and customer-reported issues using monitoring tools, email, chat, and phone channels.
• Direct and coordinate responses to system alerts, outages, degradations, and corrective actions to minimize downtime and improve mean time to resolution (MTTR).
• Ensure accurate, timely reporting, documentation, and tracking of alarms, incidents, and events, maintaining high standards of urgency and quality.
• Manage trouble ticket flow, prioritization, ownership, and responsiveness while ensuring documentation standards are met.
• Communicate outages, events, and status updates to internal Metronet teams, leadership, vendors, and service providers, coordinating resolution efforts as needed.
• Effectively escalate critical network incidents to appropriate stakeholders and support coordinated response and resolution.
• Develop and maintain comprehensive shift documentation, including incident reports, troubleshooting actions, and system status updates.
• Train and mentor new and existing team members on tools, processes, and responsibilities.
• Perform contact center duties in a high-volume environment and complete additional tasks as assigned by NOC management.
• Other job-related duties as requested

• Associate's or Bachelor's degree in a technical field and/or equivalent technical training.
• 4-7 years of experience in the IT, network, and/or data center industry, including experience leading teams supporting physical and virtual server infrastructure, cloud, networking, and data center technologies.
• Extensive knowledge of IT infrastructure (servers, storage, virtualization, operating systems, and applications), with strong troubleshooting skills and the ability to drive remediation efforts.
• Working knowledge of data center infrastructure and operations.
• Proficiency with IT Operations Management (ITOM), network monitoring, and observability tools (e.g., Grafana, Dynatrace, SolarWinds, Nagios), as well as ticketing systems.
• Extensive understanding of ITOM best practices, with the ability to educate, coach, and train team members.
• Demonstrated leadership experience, including workload distribution, task oversight, and quality assurance.
• Strong analytical, customer service, and conflict-resolution skills, with the ability to work under pressure and make sound decisions.
• Excellent organizational, time-management, communication, and computer skills, enabling effective collaboration with technical and non-technical stakeholders.
• Proven ability to take on complex challenges, assume increasing responsibility, and maintain a professional attitude.
• Willingness to work as a team and independently.
• Must be legally authorized to work in the U.S.

Pulled from the full job description

• 401(k) matching
• Life insurance
• Disability insurance, Recognized as one of the Best Places to Work, we offer a competitive total compensation package, including 80% of medical premiums paid by the company, company-paid disability and life insurance, and a 401(k)-company match. Plus, enjoy discounted services within our coverage areas and thrive in a locally owned, friendly, and fun atmosphere.

Discover more with Metronet - a company where your success builds stronger communities, and your future is limitless.

Metronet is an equal opportunity employer. We will not discriminate against any applicant or employee on the basis of sexual orientation, gender identity, race, gender, religion, age, national origin, color, disability, or veteran status. EOE/Minority/Female/Disabled/Veteran

Pay Range - $24.00 - $26.00/hr.

At Metronet, we are committed to delivering cutting-edge technology combined with exceptional customer care. Our 100% fiber-optic technology ensures that we provide our customers with some of the fastest internet speeds in the world. As industry leaders in fiber-to-the-premise TV, voice, and internet services, we're not just focused on expanding our networks-we're focused on enriching the lives of those we serve. We value our associates because they are the cornerstone of our success. By joining the Metronet family, you're stepping into a rewarding career in technology with a company dedicated to your growth and success. We're in it to win it, and a key part of our strategy is to strengthen our business-to-business technology sales team with talented and hard-working individuals who aspire to be the next generation of technology leaders.