NOC Team Lead

WHAT YOU’LL DO

• Serve as the primary escalation point for complex satellite and VSAT incidents, ensuring thorough troubleshooting and timely resolution.
• Provide advanced technical guidance on satellite specific issues including RF degradation, modem configuration, hub infrastructure, teleport coordination, and WAN integration challenges.
• Monitor case queues, ticket aging, and SLA adherence to ensure service level commitments are consistently met.
• Insert into high impact incidents as needed to accelerate resolution and remove roadblocks.
• Lead major incident bridge calls, provide impact assessments, and communicate resolution progress to internal stakeholders and enterprise customers.
• Partner with Satellite Engineering and teleport teams to address recurring issues, identify root cause trends, and implement preventive solutions.
• Analyze satellite network performance metrics such as Eb No, signal quality, latency, and utilization to identify systemic issues and recommend corrective action.
• Support workload balancing, shift coordination, and day to day operational execution to ensure efficient NOC performance and customer responsiveness.
• Mentor and coach Tier 1 and Tier 2 associates, reinforcing troubleshooting standards, documentation quality, and customer communication expectations.
• Contribute to the development and maintenance of satellite specific runbooks, knowledge base articles, and process documentation.
• Participate in on call rotations and provide after-hour leadership support as required in a 24 by 7 environment.

WHO YOU ARE

You are a technically driven leader who thrives in fast paced, mission critical environments where solving complex problems makes a real impact. You enjoy mentoring others, collaborating across teams, and taking ownership during high priority incidents. Whether you're troubleshooting a satellite network issue, guiding teammates through a complex escalation, or partnering with customers to restore service, you bring confidence, sound judgment, and a commitment to operational excellence. If you're passionate about delivering reliable connectivity and helping others succeed, we'd love to have you on our team.

REQUIRED QUALIFICATIONS

• Associate's or Bachelor's degree in Information Technology, Networking, Telecommunications, Computer Science, or a related field, or equivalent professional experience.
• 3 to 5 years of experience in a Network Operations Center supporting satellite, VSAT, or complex WAN environments.
• Strong knowledge of satellite communications, including RF fundamentals, link performance analysis, and hub-based network architecture.
• Experience troubleshooting satellite modems, routers, firewalls, and carrier connectivity.
• Proven ability to troubleshoot complex technical issues in a fast paced, mission critical environment.
• Strong verbal and written communication skills with the ability to communicate technical concepts to both technical and nontechnical audiences.
• Demonstrated ability to mentor teammates and provide technical guidance.
• Experience using network monitoring, ticketing, and incident management platforms. Strong analytical and problem-solving skills.
• Able to prioritize multiple critical issues simultaneously.

PREFERRED QUALIFICATIONS

• Previous experience serving as a technical escalation point or informal team lead.
• Working knowledge of ITIL, incident management, change management, or service management best practices.
• Cisco, Fortinet, or satellite industry certifications.
• Experience working directly with enterprise customers during major incidents.