Team Lead Network Operations Control

Looking for a high-energy, technically proficient NOC Supervisor Shift Lead in Rivian's Charging Network Operations Center (NOC). In this role, you won't just be "watching screens"- you'll be orchestrating real-time technical support, managing incidents according to critical priority, and ensuring that every customer who utilizes Rivian's chargers has a seamless charging experience.

• Team Leadership: Supervise, mentor, and train a team of NOC Specialists and Engineers with emotional intelligence; manage shift handovers, conduct performance reviews, and drive professional development.
• Network Monitoring: Oversee the health of the Rivian Adventure Network (DC Fast Chargers), Waypoint (AC Level 2), and DC and AC fleet chargers.
• Incident Management: Act as the primary escalation point for complex technical issues and operational decision points for shift resources.
• SLA Management: Ensure the team meets or exceeds Service Level Agreements (SLAs) regarding response times and network uptime across all networks.
• Cross-Functional Collaboration: Partner with Field Service Supervisors, Field Technicians, Software Engineers, and Hardware Partners to troubleshoot software/firmware bugs and physical equipment failures.
• Process Improvement: Develop technical Standard Operating Procedures (SOPs) for technical troubleshooting and implement new operational processes.
• Commitment to working the following schedule, Tuesday through Friday, four 10 hour shifts; 8am to 6:30pm PST

• Bachelors in Electrical or Mechanical Engineering, Networking, or related discipline required.
• 3+ years experience in a NOC, Technical Support, or Operations environment, with 1-2 years in a leadership/supervisory capacity.
• Experience with troubleshooting electric vehicle supply equipment (EVSE) and charging protocols/standards (OCPP, ISO 15118, CCS, NACS, J1772, etc.) strongly preferred.
• 3+ years experience with networking protocols (TCP/IP, VPN, Cellular/LTE connectivity).
• 2+ years experience with Python or other coding languages, preferred.
• Proficient with Linux, Amazon Web Services, and complex data systems such as Databricks.
• Demonstrated ability to implement AI workflows into an operations environment.
• Proven track record of successful problem-solving skills with a strong sense of ownership and urgency
• Experience with ticketing systems like Salesforce, JIRA, or ServiceNow and collaboration platforms like Slack and MS Teams
• Excellent written and oral communication skills; ability to communicate complex technical issues in a clear and concise manner to decision makers.
• Team player mentality, with a willingness to assist and team others on the team.
• Ability to travel 5% throughout the U.S.
• Ability to stand, sit, or walk for 8-10 hours per day.
• Required to communicate using phone and/or e-mail.
• Ability to view, read, and interpret documents.
• Ability to perform all duties in an office environment that may contain ambient noise and temperature fluctuations.