NOC Operator 2

Why This Role Matters:

The NOC (Network Operations Center) Operator 2 role is the final escalation point within the NOC for all service-impacting incidents and is responsible for driving these issues to full resolution. This role encompasses advanced troubleshooting, executing remediation actions as defined by NOC Method & Procedures, and managing the incident resolution process end-to-end. The NOC Operator 2 will establish and lead conference bridges with relevant stakeholders, elevate incidents to leadership at predefined SLA intervals, and issue mass communications to inform impacted stakeholder groups across the organization when necessary, according to NOC process.

When not engaged in escalated incident management duties, the NOC Operator 2 is also responsible for performing all functions of the NOC Analyst roles, including monitoring, triaging, and initial ticketing of service-impacting events. An effective NOC Operator 2 will demonstrate the technical expertise, communication skills, and leadership necessary to ensure the timely resolution of critical incidents while also maintaining operational effectiveness in all NOC duties.

The NOC Operator 2 role expands on NOC Operator 1 duties, with added responsibility as the Team Lead for the Operator group. This role leads the Operator team in managing escalated issues, providing guidance during high-severity incidents to maintain NOC operational integrity.

The NOC Operator role is expected to exhibit a high level of proficiency in IT network, systems, and application infrastructure monitoring, troubleshooting, and incident management. This role requires in-depth knowledge of NOC processes and the ability to execute them effectively under pressure. The NOC Operator will take ownership of escalated incidents, coordinating resolution efforts from initial escalation to final resolution while maintaining clear and consistent communication with all stakeholders.

Additionally, the NOC Operator will fulfill all duties of the NOC Analyst, including responding to alarms, triaging incidents, and escalating issues when necessary. The ability to manage conference bridges, elevate issues to leadership, and disseminate mass communications during high-severity incidents is essential. The NOC Operator will also contribute to post-incident analysis and continuous improvement of NOC procedures.

This Hybrid role begins with 30 days of on‑site training, Monday to Friday, 8am - 5 pm ET in Zionsville, IN. After training, the position shifts to a Hybrid schedule with three in‑office days and two remote days per week. The in‑office days will be Tuesday through Thursday each week and are required to support critical business monitoring services that have been setup in the NOC room specifically.

The weekly schedule includes one weekend day and four weekdays. During important company events or major team meetings that involve other employees travelling to the office from out of town, this role occasionally requires Monday or Friday to also be worked in the office, not to exceed two weeks per month.

• 1 x 1st Shift (8am-5pm, 1 Hour Lunch, Tues-Thu In-Office @Zionsville – Other Days Remote)
• 1 x 2nd Shift (3pm-12am, 1 Hour Lunch, Tues-Thu In-Office @Zionsville – Other Days Remote)
• 1 x 3rd Shift (12am-9am, 1 Hour Lunch, Remote – Geographic Locale to Waltham, MA Preferred)

• On-site presence is a mandatory requirement each week from Tuesday through Thursday to support the critical business monitoring services built specifically within the NOC room of the Zionsville, IN office
• NOC is an interactive technical forum, wherein which colleagues must be able to walk up to and inquire with NOC staff about suspected outages, to perform troubleshooting, or to see the overall health of the organization. For these reasons, remote work is not viable for any in-office portions of the schedule
• During important company events or major team meetings that involve other employees travelling to the office from out of town, this role occasionally requires Monday or Friday to also be worked in the office, not to exceed two weeks per month