NOC Team Leader

Lead technicians who monitor multiple Information Technology (IT) systems, perform incident management and/or address service requests related to IT systems and applications.

Key Duties and Responsibilities

• Lead the technicians engaged in monitoring IT systems. Delegate tasks, provide support, and perform quality checks to ensure technicians are performing consistently within ITs overall goals and objectives.
• Serve as an escalation point for complex issue resolution and root cause analysis to increase efficiency.
• Ensure 24/7 availability of critical IT systems and underlying infrastructure through the use of monitoring tools and manual procedures. Lead team members in issue resolution.
• Communicate clearly and frequently with internal and external customers regarding complex outages, issues, requests, and resolutions to provide a high degree of customer service/advocacy. Engage with Internet Service Providers (ISP) and 3rd party vendors for service interruptions that create risk to business operations.
• Activate and maintain documented procedures with other technicians as well as multiple IT teams regarding planned and unplanned outages, issues, and resolutions regarding critical IT systems that could impact business operations as required by position. Maintain open and effective communication with team members, and leadership.
• Respond to and provide on-site and/or remote technical support to customers with complex system issues. Create and/or respond to IT tickets for customers who reach out directly with system issues. Provide status updates to customers and leadership as well as follow up after resolution is obtained.
• Monitor targeted email communication templates related to IT change controls, outages, and other critical IT information as required by position. Communicate status updates to leadership and/or other IT teams.
• Collaborate with Business Automation/Service Management team and other IT Application/Infrastructure teams to oversee automation of processes for continuous improvement. Identify best practices and continuous improvement in support of client technology and processes.
• Provide monitoring and immediate support of critical business processes including Customer Billing, Service Operations Center (SOC) activities, Customer Payments, or other identified business processes through manual testing, collaboration with support SMEs or other activities required to address impact to critical Business Processes.
• Lead various projects as assigned to include device replacements, system patches, updates, and software changes that are relayed from Tulsa to other work locations to ensure the updates are successful as required by position.
• Lead the collaboration with IT technical support teams to identify, document, test, and train Network Operations Center (NOC) Personnel technical procedures or other work transitioning to the NOC. This includes ensuring sufficient access and knowledge are available to NOC personnel.
• Regular and reliable attendance is required in performance of job.
• Employee may be required to perform additional duties as assigned.

Education Requirements

Preferred - Associate's degree in computer sciences, general studies, or an equivalent combination of formal education and the following job-related experience. (Typically, one and a half to two years of relevant experience is equivalent to one year of formal education.)

In addition to vocational training, this role typically calls for seven to ten years of relevant experience. (Minimum of six years’ relevant experience are required).

Experience

• Experience with current infrastructure technologies and the ability to understand and support the following as required by position:
  • Desktop/laptop hardware, operating systems, and Office suite
  • IP networking
  • Active Directory, permission hierarchy, and group policy management
  • Event monitoring, logging, and data collection techniques
  • Virtualization Technologies
  • IP Subnetting
  • Various script languages (ex: Power Shell)
  • Windows desktop operating system
  • Windows servers
  • Linux Operating systems
  • CISCO switching and routing
• Previous experience interacting with client calls, providing…