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

San Francisco Department of Technology (DT); San Francisco (CA); Hybrid; USD 133,000 - 165,000; Full time

Job summary

San Francisco Department of Technology (DT) is seeking an experienced NOC/IT professional to monitor networks and applications, manage incidents, and oversee service performance. You will work within a City IT environment, supporting a broad range of platforms and technologies.

The role emphasizes customer-focused communication, collaboration with cross-functional teams, and adherence to DT processes. Familiarity with SolarWinds and Splunk, and a hybrid work arrangement in San Francisco, are

Qualifications

• Associate degree in computer science or closely related field or equivalent education/credits.
• Four years of network analysis, installation, tech support, and system administration experience, with three years in customer support management and systems administrator lead roles.
• Additional experience can substitute for the degree on a year-for-year basis (up to 2 years).
• Bachelor’s degree in CS or IS is desirable; experience in NOC or large-scale enterprise ops is a plus.

Responsibilities

• Monitor networks and applications across hardware, OS, databases, and services.
• Support incident, request, and change management processes.
• Develop SLA/OLA reporting for NOC and DT service areas.
• Lead incident/problem management with NOC staff.
• Provide tiered troubleshooting and real-time communications for DT channels.
• Maintain monitoring tools configurations and alert thresholds (SolarWinds, Splunk).
• Coordinate shift coverage and off-hour support as needed.
• Mentor NOC staff and document protocols and runbooks.

Skills

NOC monitoring

Customer service

Incident management

Communication skills

Troubleshooting

Education

Associate degree in Computer Science or related field

60/90 credit equivalence in CS requirements

Tools

SolarWinds

Splunk

Active Directory

Job description

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
• Enterprise Application Services
• 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

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

Job Details

• Salary Range: $133,198 and $165,022 annually (click here to learn more)
• Appointment Type: Temporary Provisional, Full Time. A provisional 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.
• Work Location: 1 South Van Ness, San Francisco, CA 94103
• Working Arrangement: The department supports a hybrid work schedule in compliance with City & County of San Francisco policies on remote work.

Job Description

• 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.

Qualifications

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].

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.

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.

Additional Information

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.
• You may contact Jason Wong via email at [e-mail] with questions regarding this opportunity.

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

• Information About the Hiring Process
• Conviction History
• Employee Benefits Overview
• Equal Employment Opportunity
• Disaster Service Worker
• ADA Accommodation
• Right to Work
• Copies of Application Documents

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.