NOC Shift Lead

NOC Shift Lead

Location: Whiteville, NC

Position Overview:

The NOC Shift Lead provides real-time operational leadership during an assigned shift. This role ensures incident flow, call handling, SLA adherence, and escalation discipline while acting as the first leadership point of contact for Tier 1 and Tier 2 analysts.

Key Responsibilities:

Core Responsibilities

  • Lead and coordinate all NOC activities during the assigned shift
  • Serve as the primary escalation point for Tier 1 analysts before Tier 2
  • Ensure inbound NOC telephone calls are answered and distributed appropriately
  • Monitor alarm, incident, and call queues to maintain SLA compliance
  • Assign and rebalance workload across Tier 1 and Tier 2 analysts
  • Oversee incident triage, prioritization, and escalation decisions
  • Ensure accurate and timely incident updates in ServiceNow
  • Facilitate and coordinate major incident bridges as required
  • Validate adherence to SOPs, runbooks, and escalation matrices
  • Perform quality checks on incident documentation and communications
  • Coordinate shift handovers and ensure continuity between shifts
  • Monitor staffing levels and raise coverage issues in real time
  • Act as the on-shift decision authority for operational issues
  • Escalate critical issues to the Team Lead or Manager as necessary

Authority & Scope

  • Shift-level operational decision-making
  • Work assignment and prioritization
  • Incident escalation control
  • No permanent staffing or policy authority

Qualifications:

Must be employed for 6+ months to apply

No PIPs, LOA, attendance, or performance issues in the last 6 months

MUST have approval from your delivery leader to apply

  • Associate degree in Information Technology, Computer Science, or a related field, or equivalent work experience.
  • Intermediate understanding of network fundamentals (e.g., TCP/IP, DNS, DHCP, routing, switching).
  • Familiarity with network monitoring tools, remote access, and ticketing systems.
  • Strong problem-solving, analytical, and detail-oriented skills.
  • Excellent communication and customer service skills.
  • Ability to work in a fast-paced environment and manage multiple tasks simultaneously.
  • Willingness to work in a 24x7 shift-based environment, including nights and weekends.

Applications will be accepted through June 19th

*Recruiter: Tiffany Ragland (tiffanyragland@provalus.com) Apply