Network Operations Center Shift Leader. Jackson LilyLifestyle

Position Overview

The Network Operations Center (NOC) Shift Leader is responsible for managing a team of NOC personnel dedicated to monitoring and supporting enterprise networks and services. In this role, you will ensure real-time incident detection, triage, and escalation to maintain the performance and availability of our infrastructure across production, development, and test environments. As the Shift Leader, you will oversee shift staffing, task assignments, and handoffs to provide round-the-clock coverage, while also documenting events meticulously and promoting continuous improvement in NOC processes and reporting.

• Lead a designated NOC shift, enforcing standard procedures for monitoring, incident response, and escalation to guarantee exceptional service availability.
• Oversee NOC analysts during your shift, including managing staffing needs, task distribution, monitoring activity oversight, and ensuring quality documentation.
• Coordinate real-time incident detection, triage, and escalation for network and infrastructure events, facilitating bridge calls focused on swift service recovery.
• Collaborate with service desk, security, engineering, and operations teams to address complex issues, providing timely status updates to stakeholders.
• Keep accurate documentation of incidents, changes, and shift activities, including detailed handoff notes for the next shifts and updates to operational guidelines.
• Report on operational metrics related to incident volume, response times, resolution performance, and SLA outcomes, utilizing trends to enhance incident-management practices.
• Participate in post-incident reviews, contribute to knowledge-base updates, and assist in developing troubleshooting guides and standard operating procedures to mitigate major incidents.
• Drive continuous improvement in NOC tools, monitoring coverage, and workflows to improve fault detection, performance visibility, and incident response efficiency.

• Bachelor's degree in Information Technology, Business Administration, Management, or a related field, or equivalent relevant experience.
• 4-7 years of experience in service delivery management, network operations, NOC, or similar IT operations roles, with proven leadership capabilities.
• Strong knowledge of service delivery and incident management principles, including root‑cause analysis, corrective actions, and IT service management tools (e.g., ITIL‑aligned platforms).
• Excellent problem‑solving, analytical, communication, and interpersonal skills, with the capacity to manage multiple incidents and tasks in a 24x7 operations environment.
• Proven leadership qualities, keen attention to detail, and exceptional organizational skills, with the ability to work independently and collaboratively.
• Experience in developing and maintaining operational documentation and a solid understanding of data security and operational best practices.
• Eligibility to obtain and maintain a Public Trust investigation and U.S. citizenship as required for this remote federal IT position.

• Experience supporting enterprise or carrier‑grade network infrastructures and large‑scale monitoring environments.
• Certifications in service management or networking disciplines, such as ITIL Foundation or vendor‑specific networking certifications.
• Familiarity with fault and performance monitoring and reporting tools, as well as Manager‑of‑Managers (MoM) style platforms.
• Experience contributing to SLA and KPI reporting for executive or CIO‑level reviews.

Compensation ranges for this position will be determined by various factors, including but not limited to location, skill set, level of education, certifications, client requirements, contract‑specific affordability, government clearance and investigation level, and years of experience. The specified compensation is a general guideline based on these factors.

ASM is committed to ensuring that race, color, religion, sex, disability, age, sexual orientation, or national origin are not considered in any personnel or management decisions. All recruiting, hiring, training, and promoting practices are conducted without regard to individual characteristics and follow the principle of equal employment.

The physical requirements outlined in the job description are representative of those that must be met to perform the primary functions successfully. Reasonable accommodations will be made to enable individuals with qualifying disabilities to fulfill their job duties.

This job description has been designed to provide a general overview of the role and is not intended to encompass all duties and responsibilities required of employees assigned to this position.

$94,