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

• 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
• 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
• Strong communication skills, both written and verbal, for clear incident reporting and escalation
• Proven ability to work effectively in a team environment, particularly in high-pressure situations
• Basic understanding of incident management and escalation processes
• Detail-oriented with strong organizational skills to manage multiple incidents and tasks simultaneously
• High level of energy and the ability to maintain professionalism during incident management
• Ability to follow established processes and adapt to new procedures as they are developed
• Technical aptitude and willingness to learn new skills and technologies relevant to the NOC environment

Qualifications

• Technical aptitude and willingness to learn new skills and technologies relevant to the NOC environment
• Ability to follow established processes and adapt to new procedures as they are developed

Skills

• Technical aptitude and willingness to learn new skills and technologies relevant to the NOC environment
• Ability to follow established processes and adapt to new procedures as they are developed

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.
• Comprehensive health, dental, and vision insurance plan options.
• Basic and Supplemental Life Insurance, Short and Long-Term Disability.
• Immediate access to the Company’s Employee Assistance Program and wellness programs—no enrollment is required.
• Participation in the Company’s 401K plan, with matching contributions by the Company.

Pay

Negotiable based on experience and qualifications.

Schedule

Hybrid role with 30 days of on-site training in Zionsville, IN, followed by a schedule of 3 in-office days and 2 remote days per week. In-office days are Tuesday through Thursday, with one weekend day and four weekdays. Occasional in-office work may be required for important company events or major team meetings, not exceeding two weeks per month. Available schedules include 1 x 2nd Shift (3pm-12am, 1 Hour Lunch, Tues-Thu In-Office @Zionsville – Other Days Remote).