Network Operations Center (NOC) Shift Lead (1094) - Department of Technology

City and County of San Francisco; San Francisco (CA); Hybrid; USD 133,000 - 165,000; Full time

Job summary

City and County of San Francisco seeks a NOC Shift Lead to oversee network and application monitoring, incident management, and service delivery across city infrastructure. The role emphasizes strong customer service, coordination with engineering teams, and maintaining DT standards.

The position requires an associate degree in CS or related field and 4 years in network ops, including 3 years in staff leadership. Hybrid work arrangements are available in line with CCSF policy.

Qualifications

• Associate degree or equivalent in computer science or related field.
• Four (4) years of experience in analysis, installation, technical support, and system administration in a network environment, with three (3) years in customer support management and technical lead roles.
• Desirable: Bachelor's degree in CS or closely related field; experience in NOC or large-scale enterprise operations; proficiency with SolarWinds and Splunk; familiarity with AD, and TCP/IP concepts.

Responsibilities

• Monitor networks and applications across diverse platforms and technologies.
• Manage Incident, Request, Change, and Problem processes.
• Develop SLA/OLA metrics and reporting for NOC and DT services.
• Lead real-time communications during incidents and changes.
• Mentor NOC staff and ensure shift coverage.

Skills

Customer service

Communication

Troubleshooting

Education

Associate degree in Computer Science or related field

60+ semester credits in CS or related field

Tools

SolarWinds

ZABBIX

Splunk

Microsoft 365

Job description

Network Operations Center (NOC) Shift Lead (1094) - Department of Technology

• Full-time
• Work Hours: Regular
• Job Code and Title: 1094-IT Operations Support Administrator IV
• Fill Type: Permanent Civil Service
• Application Deadline: Apply Immediatey. Pleasesubmityour application by11:59pm on Monday,October 26, 2026.
• Salary Range: $133,198 and $165,022 annually ( click here to learn more)
• Appointment Type: Temporary Provisional,Full Time Aprovisional appointee must participate and be successful in a Civil Service Examination process for this classification and be selected through an open competitive process in order to be considered for a permanent appointment. Provisional appointments may not exceed three (3) years.
• Working Arrangement: The department supports a hybrid work schedule in compliance with City & County of San Francisco policies on remote work.

About the Department of Technology

Are you ready to make an impact in one of the most innovative cities? The San Francisco Department of Technology (DT) is looking for passionate IT professionals to help shape the future of technology in San Francisco! As the centralized technology services provider for the City and County of San Francisco (CCSF), DT delivers critical infrastructure and services to over 33,000 employees—supporting public safety, municipal broadband, cybersecurity, cloud solutions, and more! With a $170M+ annual budget and a team of 300+ experts, DT is leading the charge in digital transformation. DT provides services through our core areas of IT Excellence:

• IT Project Management Office
• Cloud Center of Excellence
• IT Operations and Support including the Service Desk and NOC
• City Infrastructure including the Network, Telcom and Data Centers
• Office of Cybersecurity including Cyber Defense, Identity Management and Disaster Recovery
• Public Safety Systems and Municipal Broadband Fiber
• SFGovTV Broadcasting Services
• IT Finance and Administration Services
• Emerging Technologies

Why Join Us? Innovative & impactful work at DT, you won’t just work on IT—you’ll power a city. Your expertise will directly impact the residents of San Francisco, from closing the digital divide to ensuring secure, efficient city operations.

Benefits of Working for CCSF: In addition to challenging and rewarding work, the City provides a generous suite of benefits to its employees.

• Competitive pay, benefits, and retirement options.
• Career growth opportunities through training, internal mobility, and subsidized education
• Diverse work environment in a diverse city

Join the team that’s shaping the future of technology in San Francisco.

The 1094 Network Operations Center (NOC)Operations Shift Lead reports to the NOC Manager of the Customer Support Services Division at DT performing as a shift lead, supporting NOC functions and staff. The position contributes to and ensures DT protocols for incident, request, problem and change management, are followed. The position also ensures the operational integrity of the DT's network, platform, and application monitoring systems throughout the City and County San Francisco enterprise and data center locations. The 1094 NOC Operations Lead will perform these tasks using various network management tools, internal ticketing systems, reporting systems, monitoring consoles and staff. The 1094 NOC Operations Lead also serves as a point for communications between internal and external customers, engineering teams, management and others as needed during incident and change events which may affect City production platforms, applications and services. The 1094 NOC Operations Lead will ensure coverage for his assigned shift and work closely with the NOC Manager and other NOC Shift Leads to ensure a high level of service quality.

Essential duties include, but are not limited to, the following:

• Perform and support Network and Application Systems monitoring for an extensive range of hardware platforms, operating systems, databases, applications, services and technologies.
• Provide and facilitate Incident, Request, and Change Management protocols.
• Develop and facilitate SLA/OLA and service metric reporting for the NOC and DT service areas monitored by NOC systems.
• Facilitate Incident and Problem Management with NOC staff
• Assist and facilitate basic troubleshooting of infrastructure and application service platforms
• Perform Help Desk functions and facilitate tiered troubleshooting of infrastructure and application service platforms; elevate complex issues appropriately.
• Facilitate real time communications for change and incident management through established DT communication channels
• Provide a strong customer service focus; facilitate communications between technical teams and clients to ensure clarity and timely resolution.
• Ensure shift coverage and facilitate off-hour support; coordinate staffing continuity as needed.
• Assist the NOC Manager by providing input for staff performance reviews; mentor and guide NOC staff on procedures and tools.
• Administer SolarWinds/ZABBIX (and related monitoring tooling), including configuration, alert threshold tuning, and integrations supporting NOC monitoring.
• Work closely with the NOC Manager to develop and document protocols and procedures
• Develop and document NOC protocols, procedures, and runbooks; utilize and maintain MS SharePoint document portals and resources.
• Provide and facilitate ITSM processes, including Incident, Request, Change, and Problem Management; lead real-time communications via established DT channels.

Education: Requires an associate degree in computer science or a closely related field from an accredited college or university OR its equivalent in terms of total course credits/units [i.e., at least sixty (60) semester or ninety (90) quarter credits/units with a minimum of twenty (20) semester or thirty (30) quarter credits/units in computer science or a closely-related field]. AND

Experience: Four (4) years of experience performing analysis, installation, technical support, and system administration in a network environment, three (3) of which must include Customer Support Management Experience and Systems Administrator Technical Lead Experience.

The above minimum qualifications reflect special conditions associated with the position(s) to be filled. They may differ from the standard minimum qualifications associated with this class code.

Substitution: Additional experience as described above may be substituted for the required degree on a year-for-year basis (up to a maximum of two (2) years). One (1) year is equivalent to thirty (30) semester units / forty-five (45) quarter units with a minimum of 10 semester / 15 quarter units in computer science or a closely related field.

Completion of a one (1) year State (DAS) Information Technology apprenticeship program equivalent to the City and County of San Francisco's 1090 IT Operations Support Training Program may substitute for the required education.

Desirable Qualifications:

• Bachelor’s degree in Computer Science, Information Systems, or a closely related field; or an equivalent combination of education and experience.
• Experience in a Network Operations Center (NOC) or large‑scale enterprise operations environment.
• Customer service–oriented communicator able to translate technical information for both technical and non‑technical audiences; strong written and verbal communication skills.
• Proficiency with SolarWinds (monitoring/alerting configuration, administration, and reporting).
• Experience using Splunk for log search, monitoring, and analysis.
• Working knowledge of Microsoft 365 (e.g., Outlook, Teams, SharePoint).
• Experience with FreshMail or comparable email service platforms.
• Experience with Active Directory (user, group, and basic administrative tasks).
• Understanding of enterprise networking concepts (LAN/WAN, TCP/IP) and the OSI model.
• IBM mainframe operations experience, including batch job scheduling/monitoring and tape management.

Verification: Applicants may be required to submit verification of qualifying education and experience at any point in the application and/or departmental selection process. Written verification (proof) of qualifying experience must verify that the applicant meets the minimum qualifications stated on the announcement. Written verification must be submitted on employer’s official letterhead, specifying name of employee, dates of employment, types of employment (part-time/full-time), job title(s), description of duties performed, and the verification must be signed by the employer. City employees will receive credit for the duties of the class to which they are appointed. Credit for experience obtained outside of the employee’s class will be allowed only if recorded in accordance with the provisions of the Civil Service Commission Rules. Experience claimed in self-employment must be supported by documents verifying income, earnings, business license and experience comparable to the minimum qualifications of the position. Copies of income tax papers or other documents listing occupations and total earnings must be submitted. If education verification is required, information on how to verify education requirements, including verifying foreign education credits or degree equivalency, can be found at http://sfdhr.org/index.aspx?page=456 .

Note: Falsifying one’s education, training, or work experience or attempted deception on the application may result in disqualification for this and future job opportunities with the City and County of San Francisco.

Applicants must meet the minimum qualifications requirement by the final application deadline unless otherwise noted.

Selection Procedures

The selection process will include evaluation of applications in relation to minimum requirements and assessment of candidates’ job-related knowledge, skills and abilities. Depending on the number of applicants, the Department may establish and implement additional screening mechanisms to evaluate candidate qualifications. This typically includes an oral interview and/or a written or performance exercise.

If this becomes necessary, only those applicants whose qualifications most closely meet the Department needs will be invited to continue in the selection process. Applicants meeting the minimum requirements are not guaranteed advancement in the selection process.

By 11:59pm on Monday, October 26, 2026.

• You may contact Jason Wong via email at [e-mail] with questions regarding this opportunity.
• Late or incomplete submissions will not be considered. Mailed, hand delivered or faxed documents/applications will not be accepted.

Applicants will receive a confirmation email that their online application has been received in response to every announcement for which they file. Applicants should retain this confirmation email for their records. Failure to receive this email means that the online application was not submitted or received.

Additional Information Regarding Employment with the City and County of San Francisco:

The Office of the City Administrator is committed to ensuring that the City's services are inclusive, efficient, equitable, and culturally competent for San Franciscans of all races, ethnic backgrounds, religions, and sexual orientations. This commitment requires comprehensive review and thorough analysis of existing practices and policies to remove barriers to real inclusion.

We are also committed to ensuring that we have a safe, equitable, and inclusive workplace for individuals of all races. This includes creating opportunities for hiring, promotion, training, and development, for all employees, including but not limited to Black, Indigenous, and people of color (BIPOC).

The City and County of San Francisco encourages women, minorities and persons with disabilities to apply. Applicants will be considered regardless of their sex, race, age, religion, color, national origin, ancestry, physical disability, mental disability, medical condition (associated with cancer, a history of cancer, or genetic characteristics), HIV/AIDS status, genetic information, marital status, sexual orientation, gender, gender identity, gender expression, military and veteran status, or other protected category under the law.

By clicking the link above or any third-party link within this posting, you are leaving this site and going to a third-party website where the third-party website's terms and privacy policy apply