Sr NOC

About the role

The Senior NOC (Night) will oversee and ensure all activities during the night shift for Alkami’s 24x7 NOC & Command Center are completed inline with defined operating procedures. They will manage the out-of-hours escalation process, alerting, monitoring, and responding to Incidents, and will be the key contact for Alkamists and clients out of hours.

Responsibilities

• Oversee and ensure all activities during the night shift for Alkami’s 24x7 NOC & Command Center are completed inline with defined operating procedures
• Ensure the Major Incident Management (MIM) process for Critical (Sev 1) and High (Sev 2) priority Incidents are fully followed and details are validated and tickets updated accordingly
• Manage the out-of-hours escalation process, engaging on-call resources for Level 2/Level 3 support as needed
• Alert, monitor, and respond to Incidents, the Senior NOC Analyst will also be part of the team evaluating and developing new and existing tools to better support our key clients
• Detail, and escalate as needed, any issues identified following release testing & validation - ensuring open items are handed off correctly to incoming day shift
• Validate hourly checks per process are completed as scheduled, proactively identify issues in system performance and determine any actionable next steps - either immediate to prevent service issues or preventative for standard review
• Validate communications to external parties and proactively assist in email, phone and Statuspage notifies when needed - Senior NOC Analyst will be the key contact for Alkamists and clients out of hours
• Mentor and train the NOC at night on the MIM process, alerting, and hourly checks
• Manage Service Desk tickets such as maintenance page requests, whitelist requests, network consultations and DR tests as required

Requirements

• Minimum 5 years of related experience; or 3 years and an advanced degree
• Proven experience in a NOC or similar network operations role
• Ability to act as a mentor and escalation point for NOC
• Strong problem solving skills
• Able to effectively manage customers and their expectations
• Flexible, able to adapt to change
• Communicate accurately, clearly, and effectively in writing, in person, and on the phone with customers and at all levels within the organization
• Experience with web and mobile application testing
• Previous experience as a Team Lead within a Support or NOC capacity

Qualifications

• Shift Requirements: 3PM – 11PM Monday through Friday
• Work designated shift (including holidays where these fall into your shift pattern) as part of a NOC team

Skills

• Shift Requirements: 3PM – 11PM Monday through Friday
• Work designated shift (including holidays where these fall into your shift pattern) as part of a NOC team

Benefits

Cool Things to Know: Alkami has an awesome diverse and inclusive environment. We have a FUN culture and offer great benefits, including remote-first environment, unlimited paid time off, 401(k) with employer match, and more.

Pay

The salary range for this position is: $60,000 - $76,500