NOC Lead

We are seeking a highly skilled and mission-driven NOC Lead to oversee the continuous availability, performance, and operational integrity of enterprise IT services. This role requires a steady, detail-oriented leader who can coordinate people, processes, tools, and vendors to ensure seamless operations across a 24x7x365 environment. The NOC Lead drives operational excellence through incident management, service restoration, team leadership, and adherence to service level and organizational objectives.

Operations Management

• Monitor the health, availability, and performance of networks, systems, applications, and infrastructure.
• Ensure 24x7x365 operational readiness, including shift coverage and resource coordination.
• Manage escalations and direct response activities across technical teams.
• Oversee change implementation and maintenance activities.
• Maintain real-time awareness of active incidents, outages, and operational risks.

Incident & Problem Management

• Lead major incident response and service restoration efforts.
• Prioritize and coordinate troubleshooting activities to ensure timely resolution.
• Ensure incidents are documented, tracked, and resolved within SLA requirements.
• Conduct root cause analysis (RCA) and drive corrective actions for recurring issues.

Team Leadership

• Supervise, mentor, and develop NOC analysts and engineers.
• Manage shift handoffs, workload distribution, and adherence to SOPs.
• Provide coaching, training, and performance feedback.
• Support hiring, onboarding, and workforce planning.

Service Delivery & Customer Support

• Serve as the primary operational point of contact for customers and stakeholders.
• Communicate service impacts, outages, and restoration progress.
• Ensure compliance with SLAs, OLAs, and contractual requirements.
• Prepare operational reports, metrics, and dashboards.
• Coordinate with vendors, carriers, and external support partners.

Process & Continuous Improvement

• Develop and maintain operational procedures and knowledge articles.
• Enhance monitoring, alerting, and automation capabilities.
• Analyze operational metrics and trends to identify improvement opportunities.
• Support audits, cybersecurity requirements, and compliance activities.

Required Qualifications

• Strong understanding of enterprise network technologies (TCP/IP, DNS, DHCP, routing, switching, firewalls).
• Experience with Windows and Linux server environments.
• Familiarity with cloud platforms (AWS, Azure, or Google Cloud preferred).
• Proficiency with monitoring and management tools such as SolarWinds, PRTG, Nagios, LogicMonitor, Dynatrace, Splunk, or ServiceNow.
• Knowledge of ITSM processes including Incident, Problem, Change, and Knowledge Management.

A notification to prospective applicants that reviews, and tests for the absence of any illegal drug as defined in 10 CFR 707.4, will be conducted by the employer and a background investigation by the Federal government may be required to obtain an access authorization prior to employment, and that subsequent reinvestigations may be required. The position is covered by the Counterintelligence Evaluation Program regulations at 10 CFR part 709, the announcement should also alert applicants that successful completion of a counterintelligence evaluation may include a counterintelligence-scope polygraph examination. 

 As a federal contractor, we are committed to fair and equitable employment practices. We make employment decisions based on job-related qualifications, merit, contract requirements, and legitimate business needs, and prohibit unlawful discrimination in all employment practices 

As a federal contractor, we comply with Section 503 of the Rehabilitation Act and VEVRAA. No disability-related inquiries will be made prior to a conditional offer of employment, except as permitted by applicable law.

Employee Rights Under the National Labor Relations Act (NLRA): As a federal contractor, the Company complies with Executive Order 13496 and informs employees of their rights under the National Labor Relations Act. Information regarding these rights is available at the workplace and from the National Labor Relations Board. 

This position is covered by the Service Contract Labor Standards (SCLS). Compensation and fringe benefits will be provided in accordance with the applicable U.S. Department of Labor wage determination and any applicable collective bargaining agreement. 

Medical, dental, vision, and 401k benefits are included with this position.