Aunalytics Job Opening

24-Hour NOC Lead


Location: South Bend, IN
Type: Full Time

Position Overview

Based in our South Bend, Indiana data center, our 24-Hour Network Operations Center (NOC) is responsible for responding to alerts and alarms across all our managed systems. The NOC team is also responsible for facilitating Data Center access for customers in our South Bend data center and performing routine data center walk-throughs to check critical systems. The NOC Lead will be responsible for the build out and ongoing operations of the NOC team.

Essential Duties and Responsibilities

  • Provide daily leadership of the 24x7x365 NOC team, including supervision of all NOC staff, managing task assignments, and scheduling resources
  • Support the staffing, onboarding, training, development, and performance management of the NOC staff
  • Provide technical networking expertise & strong troubleshooting skills to the team and ensure that team members possess and grow their technical skills to perform their role
  • Ensure timely response to client requests for assistance
  • Ensure all open tickets are appropriately entered and managed in accordance with company processes and policies
  • Serve as an escalation point for technical, scheduling, procedural issues from the team
  • Maintain operational excellence and keep senior leadership well informed regarding NOC performance and issues
  • Develop processes and procedures for the NOC and participate in company-wide audits
  • Be available for the occasional evening, overnight, and weekend shifts to support all NOC team members and as necessary, cover NOC shifts due to team member emergencies, illness, etc.

Preferred Skills

  • Bachelor’s degree in a technical field preferred, but not required
  • 5+ year of IT experience, including 3 years prior NOC or relevant experience
  • Experience managing technical teams • Experience with networking and systems platforms such as:
    • Cloud-managed router, firewall, security appliances (Meraki, Palo Alto, Cisco)
    • Systems Experience a plus: Microsoft Windows Server, RDS/Citrix, Office365
    • Network Monitoring platforms experience a plus (SolarWinds, RMM platforms)
  • Experience managing a 24x7x365 team a plus
  • Strong client service skill set
  • Advanced IT-based trouble shooting and problem-solving skills
  • Ability to learn quickly and adapt to new technology
  • Ability to communicate clearly and concisely with clients and team members: both verbally and written
  • Ability to calmly handle conflict and mediate high-stress situations
  • Share our values: growth, relationships, integrity, and true grit