NOC Shift Lead

Key Responsibilities

• Monitor network performance, availability, and health using enterprise monitoring tools.

• Respond to and troubleshoot network incidents, ensuring proper escalation when needed.

• Perform catch-and-dispatch duties, ensuring all alerts, calls, and tickets are quickly captured and assigned to the correct resolver groups.

• Coordinate with IC3 teams and ensure IC3 reaches out to the Network Operations team for issue resolution.

• Handle incoming calls, create tickets, and track incident progress to closure.

• Assist in maintaining and updating network documentation, operational runbooks, and incident reports.

• Collaborate with engineering teams during planned maintenance, deployments, and change activities.

• Support troubleshooting across switches, routers, firewalls, load balancers, and DDoS mitigation systems.

• Provide initial analysis on routing, connectivity, and performance issues involving protocols such as BGP, OSPF, MPLS, etc.

• Execute standard operating procedures (SOPs) for network tasks and incident handling.

• Work with automation tools such as Ansible and Python scripts to support repetitive tasks and reduce manual effort.

• Communicate effectively with internal teams and customers regarding service-impacting events and resolutions.

Knowledge, Skills & Experience Required

•6+ years' experience in a Network Operations Center or technical support role.

• Strong catch-and-dispatch coordination experience.

• Strong call-handling skills for both internal and external stakeholders.

• Understanding of IP networking concepts and protocols (BGP, OSPF, MPLS, VLANs, TCP/IP).

• Experience with network monitoring and ticketing systems.

• Working knowledge of Linux-based systems and traditional networking environments.

• Basic understanding of network automation concepts and tools such as Ansible and Python.

• Strong analytical and problem-solving skills with the ability to troubleshoot complex issues.

• Ability to work in a fast-paced environment with shifting priorities.

• Excellent communication, documentation, and collaboration skills.

• Familiarity with YANG models, automated configurations, or infrastructure-as-code concepts is a plus.