Night NOC Team Lead - Incident Response & Mentorship

ADP, Inc.; Charlotte (NC); On-site; USD 85,000 - 120,000; Full time

Job summary

ADP, Inc. in Charlotte, NC is seeking a NOC Team Lead for the third shift to oversee overnight NOC operations and a team of engineers and technicians. You will drive incident resolution, monitor infrastructure, and ensure smooth handovers and adherence to SLAs.

The role requires leadership experience, strong telecom knowledge, and proficiency with NOC tools. In office, third shift (12am–8:30am EST) with potential weekend/holiday coverage.

Qualifications

• Associate’s or bachelor’s degree in Telecommunications, Networking, or related field preferred.
• 3+ years of experience in a NOC environment, with at least 1 year in a lead or supervisory role.
• Strong understanding of telecommunications infrastructure (fiber, transport, IP, voice).
• Proficient with NOC tools and monitoring platforms (e.g., SolarWinds, Splunk, Netcool).
• Excellent troubleshooting and analytical skills; ability to remain calm under high pressure.

Responsibilities

• Provide leadership and technical guidance to overnight NOC staff, including Engineers I/II and Technicians.
• Monitor network systems, infrastructure, and alarms to identify and respond to incidents promptly.
• Prioritize, assign, work, and track tickets, ensuring adherence to SLAs and escalation procedures.
• Serve as the shift escalation point for critical network issues and coordinate with cross-functional teams.
• Ensure accurate documentation and shift turnover notes are prepared and communicated effectively.
• Assist the NOC Supervisor/Manager in evaluating team performance, identifying training needs, and mentoring junior staff.
• Lead shift turnover process, manage escalations, and contribute to root cause analyses and problem management efforts.
• Uphold SOPs, compliance policies, and change management processes.
• Provide feedback on process improvements and participate in post-incident reviews.

Skills

Leadership

NOC monitoring

Ticketing systems

Troubleshooting

Communication skills

Education

Associate’s or bachelor’s degree in Telecommunications, Networking, or related field

Tools

SolarWinds

Splunk

Netcool

ServiceNow

Remedy

MBS/Elements

Job description

ADP, Inc. in Charlotte, NC is seeking a NOC Team Lead for the third shift to oversee overnight NOC operations and a team of engineers and technicians. You will drive incident resolution, monitor infrastructure, and ensure smooth handovers and adherence to SLAs.

The role requires leadership experience, strong telecom knowledge, and proficiency with NOC tools. In office, third shift (12am–8:30am EST) with potential weekend/holiday coverage.