Team Lead Network Operations Control

About Rivian

Rivian is on a mission to keep the world adventurous forever. This goes for the emissions-free Electric Adventure Vehicles we build, and the curious, courageous souls we seek to attract.

As a company, we constantly challenge what's possible, never simply accepting what has always been done. We reframe old problems, seek new solutions and operate comfortably in areas that are unknown. Our backgrounds are diverse, but our team shares a love of the outdoors and a desire to protect it for future generations.

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 Service Now 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.

The salary range for this role is $71,900 to $89,900 for Atlanta, GA and Normal, IL based applicants. This is the lowest to highest salary we in good faith believe we would pay for this role at the time of this posting. An employee's position within the salary range will be based on several factors including, but not limited to, specific competencies, relevant education, qualifications, certifications, experience, skills, geographic location, shift, and organizational needs.

The successful candidate may be eligible for annual performance bonus and equity awards.

We offer a comprehensive package of benefits for full-time and part-time employees,…