NOC Operator 1

About the role

The NOC (Network Operations Center) Operator 1 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.

Responsibilities

• Establish and lead conference bridges with relevant stakeholders
• Escalate incidents to leadership at predefined SLA intervals
• Issue mass communications to inform impacted stakeholder groups across the organization when necessary, according to NOC process
• Monitor IT network, systems, and application infrastructure services for any service-impacting events
• Respond to alarms and notifications from monitoring tools within established SLA guidelines
• Triage, ticket, and escalate issues to the NOC Operator role within 15 minutes of detection or report
• Serve as the initial point of contact for service-impacting incidents through various intake methods, including phone, email, in-person, and instant messaging
• Correlate telemetry data from monitoring tools to identify potential service disruptions
• Document incident details and actions taken in ticketing systems with clear and concise communication
• Follow Method & Procedure documentation to ensure consistent and accurate incident management processes
• Collaborate with NOC Operators and other IT teams to resolve or escalate incidents as needed
• Participate in post-incident reviews to improve response processes and update Method & Procedure documentation
• Maintain awareness of current infrastructure status and known issues to provide accurate incident context

Requirements

An associate’s degree from an accredited college or university in a related technical discipline, or the equivalent combination of education, technical certifications or training, or work experience is preferred. Familiarity with IT network, systems, and application infrastructure monitoring in an SLA-driven environment, experience with IT telemetry monitoring tools, and the ability to quickly learn new tools as needed are required. Strong communication skills, both written and verbal, for clear incident reporting and escalation, and proven ability to work effectively in a team environment, particularly in high-pressure situations are also required. A basic understanding of incident management and escalation processes, detail-oriented with strong organizational skills to manage multiple incidents and tasks simultaneously, and high level of energy and the ability to maintain professionalism during incident management are beneficial. Technical aptitude and willingness to learn new skills and technologies relevant to the NOC environment are essential.

Qualifications

Associate’s degree from an accredited college or university in a related technical discipline, or the equivalent combination of education, technical certifications or training, or work experience is preferred. Familiarity with IT network, systems, and application infrastructure monitoring in an SLA-driven environment, experience with IT telemetry monitoring tools, and the ability to quickly learn new tools as needed are required. Strong communication skills, both written and verbal, for clear incident reporting and escalation, and proven ability to work effectively in a team environment, particularly in high-pressure situations are also required. A basic understanding of incident management and escalation processes, detail-oriented with strong organizational skills to manage multiple incidents and tasks simultaneously, and high level of energy and the ability to maintain professionalism during incident management are beneficial. Technical aptitude and willingness to learn new skills and technologies relevant to the NOC environment are essential.

Skills

Technical aptitude and willingness to learn new skills and technologies relevant to the NOC environment are essential. Proven ability to work effectively in a team environment, particularly in high-pressure situations is beneficial. Detail-oriented with strong organizational skills to manage multiple incidents and tasks simultaneously is beneficial. High level of energy and the ability to maintain professionalism during incident management is beneficial. Basic understanding of incident management and escalation processes is beneficial.

Benefits

• Employees who meet benefit eligibility guidelines and work 30 hours or more weekly, have the ability to enroll in Group 1001’s benefits package.
• Employees (and their families) are eligible to participate in the Company’s comprehensive health, dental, and vision insurance plan options.
• Employees are also eligible for Basic and Supplemental Life Insurance, Short and Long-Term Disability.
• All employees (regardless of hours worked) have immediate access to the Company’s Employee Assistance Program and wellness programs—no enrollment is required.
• Employees may also participate in the Company’s 401K plan, with matching contributions by the Company.

Pay

Negotiable based on experience and qualifications.

Schedule

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.