NOC Application Assurance Lead - Minnetonka, MN

ESSENTIAL JOB FUNCTIONS

• Lead a team of NOC technicians during assigned shifts, allocating tickets and tasks based on role and skill set, and following up to ensure timely completion and quality.
• Operate within a 24x7x365 Operations Center environment, including second and third shifts, weekends, and holidays as required.
• Monitor ITOM and network management systems for alarms, performance metrics, and customer-reported issues using monitoring tools, email, chat, and phone channels.
• Direct and coordinate responses to system alerts, outages, degradations, and corrective actions to minimize downtime and improve mean time to resolution (MTTR).
• Ensure accurate, timely reporting, documentation, and tracking of alarms, incidents, and events, maintaining high standards of urgency and quality.
• Manage trouble ticket flow, prioritization, ownership, and responsiveness while ensuring documentation standards are met.
• Communicate outages, events, and status updates to internal Metronet teams, leadership, vendors, and service providers, coordinating resolution efforts as needed.
• EFFECTIVELY escalate critical network incidents to appropriate stakeholders and support coordinated response and resolution.
• Develop and maintain comprehensive shift documentation, including incident reports, troubleshooting actions, and system status updates.
• Train and mentor new and existing team members on tools, processes, and responsibilities.
• Perform contact center duties in a high-volume environment and complete additional tasks as assigned by NOC management.

JOB QUALIFICATIONS AND REQUIREMENTS

• Aceessory’s or Bachelor’s degree in a technical field and/or equivalent technical training.
• 4–7 years of experience in the IT, network, and/or data center industry, including experience leading teams supporting physical and virtual server infrastructure, cloud, networking, and data center technologies.
• Extensive knowledge of IT infrastructure (servers, storage, virtualization, operating systems, and applications), with strong troubleshooting skills and the ability to drive remediation efforts.
• Working knowledge of data center infrastructure and operations.
• Proficiency with IT Operations Management (ITOM), network monitoring, and observability tools (e.g., Grafana, Dynatrace, SolarWinds, Nagios), as well as ticketing systems.
• Extensive understanding of ITOM best practices, with the ability to educate, coach, and train team members.
• Demonstrated leadership experience, including workload distribution, task oversight, and quality assurance.
• Strong analytical, customer service, and conflict-resolution skills, with the ability to work under pressure and make sound decisions.
• Excellent organizational, time-management, communication, and computer skills, enabling effective collaboration with technical and non-technical stakeholders.
• Demonstrated ability to take on complex challenges, assume increasing responsibility, and maintain a professional attitude.
• Willingness to work as a team and independently.
• Must be legally authorized to work in the U.S.

PAY RANGE

$24.00 - $26.00/hr.