NOC Lead
Western Alliance Bank
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Benefits offered by this job
Job summary
Western Alliance Bank seeks a NOC Lead with extensive IT Networking and incident management experience to oversee production operations and drive reliable, secure network services.
Expect leadership across L1/L2 teams, collaboration with engineering and security, and focus on reducing incident duration and improving monitoring. This role emphasizes governance, documentation, and customer-centric service delivery.
Qualifications
- 7+ years of related IT Networking or similar field.
- Bachelor's degree in Computer Science, Information Tech, Engineering, or related field required.
- Certifications include CCNP Enterprise or equivalent, Palo Alto NSP, and ITIL Foundation.
- Leadership experience is preferred.
- Knowledge of banking/financial services regulatory requirements is a plus.
Responsibilities
- Lead operational planning for production environments including break/fix, restoration, escalation readiness, and recovery.
- Design reliability and recovery procedures.
- Develop monitoring metrics for transaction performance and pass to partners.
- Maintain technical docs and ensure IT policy compliance.
- Provide day-to-day leadership for NOC L1/L2 and fulfillment on distributed shifts.
- Drive queue discipline, handoff quality, and incident follow-through.
- Act as senior escalation point for network incidents and high-impact issues.
- Coordinate with other teams during major incidents for triage and ownership.
Skills
Education
Tools
Job description
As a Network Operations Center Lead - Staff Engineer II you'll provide expertise in a suite of technical tools and products across network operations to ensure production services are safe, secure, compliant, stable, and reliable. You'll identify operational support needs, break/fix gaps, service restoration improvements, and production readiness risks while leading day-to-day technical execution across incidents, requests, escalations, and recurring operational issues. You'll facilitate dialogue across NOC L1, NOC L2, fulfillment, observability, Critical Response Coordination, and engineering teams. As the NOC Lead, you'll provide day-to-day technical leadership for shift execution, queue health, escalation quality, operational readiness, and incident response while developing effective presentations and narratives for technical teams and leadership.
- Lead operational support planning for production environments, including break/fix response, service restoration, escalation readiness, and technical recovery execution.
- Design and implement engineering principles aimed at reliability practices and sound recovery procedures.
- Design transaction specific application performance monitoring metrics that can be captured and passed to business partners.
- Develop and maintain technical documentation, including system configurations and procedures while also ensuring compliance with IT policies, procedures, and industry standards. Develop desktop procedures when needed that others follow.
- Provide day-to-day technical leadership for NOC L1, NOC L2, and fulfillment activities across distributed shifts.
- Drive queue discipline, shift handoff quality, escalation quality, and follow-through for incidents, service requests, operational tasks, and aging work.
- Serve as a senior technical escalation point for network incidents, service degradation, monitoring gaps, and high-impact operational issues.
- Coordinate with Critical Response Coordinators during major incidents by providing technical triage, impact clarity, remediation status, and next-step ownership.
- Partner with engineering, observability, security, automation, and service management teams to identify recurring issues, reduce alert noise, improve monitoring quality, and strengthen operational readiness.
- Coach analysts and engineers on troubleshooting approach, documentation expectations, ticket hygiene, escalation standards, and operational accountability.
- Support network readiness activities including health checks, patching, vulnerability remediation, disaster recovery exercises, and operational validation.
- Prepare clear operational updates, leadership summaries, post-incident notes, and improvement recommendations that explain risk, progress, constraints, and decisions.
- Complete work in a timely and accurate manner while providing exceptional customer service.
NOC Lead
CityScape
As a Network Operations Center Lead - Staff Engineer II you'll provide expertise in a suite of technical tools and products across network operations to ensure production services are safe, secure, compliant, stable, and reliable. You'll identify operational support needs, break/fix gaps, service restoration improvements, and production readiness risks while leading day-to-day technical execution across incidents, requests, escalations, and recurring operational issues. You'll facilitate dialogue across NOC L1, NOC L2, fulfillment, observability, Critical Response Coordination, and engineering teams. As the NOC Lead, you'll provide day-to-day technical leadership for shift execution, queue health, escalation quality, operational readiness, and incident response while developing effective presentations and narratives for technical teams and leadership.
- Lead operational support planning for production environments, including break/fix response, service restoration, escalation readiness, and technical recovery execution.
- Design and implement engineering principles aimed at reliability practices and sound recovery procedures.
- Design transaction specific application performance monitoring metrics that can be captured and passed to business partners.
- Develop and maintain technical documentation, including system configurations and procedures while also ensuring compliance with IT policies, procedures, and industry standards. Develop desktop procedures when needed that others follow.
- Provide day-to-day technical leadership for NOC L1, NOC L2, and fulfillment activities across distributed shifts.
- Drive queue discipline, shift handoff quality, escalation quality, and follow-through for incidents, service requests, operational tasks, and aging work.
- Serve as a senior technical escalation point for network incidents, service degradation, monitoring gaps, and high-impact operational issues.
- Coordinate with Critical Response Coordinators during major incidents by providing technical triage, impact clarity, remediation status, and next-step ownership.
- Partner with engineering, observability, security, automation, and service management teams to identify recurring issues, reduce alert noise, improve monitoring quality, and strengthen operational readiness.
- Coach analysts and engineers on troubleshooting approach, documentation expectations, ticket hygiene, escalation standards, and operational accountability.
- Support network readiness activities including health checks, patching, vulnerability remediation, disaster recovery exercises, and operational validation.
- Prepare clear operational updates, leadership summaries, post-incident notes, and improvement recommendations that explain risk, progress, constraints, and decisions.
- Complete work in a timely and accurate manner while providing exceptional customer service.
- 7+ years of related experience in IT Networking, Network Operations, Network Security, Infrastructure Support, IT App Support, IT Development, or similar field.
- Bachelor's degree in Computer Science, Information Technology, Information Systems, Engineering, or a related technical or business-technology field required.
- Recommended industry certifications include CCNP Enterprise or equivalent industry network certification, Palo Alto NSP or equivalent network security certification, and ITIL Foundation.
- Previous leadership experience preferred.
- Intermediate to advanced knowledge of general Financial Services or Banking is preferred.
- Advanced knowledge of applicable regulatory and legal compliance obligations, rules and regulations, industry standards and practices.
- Advanced proven experience leading operational support teams through incident response, break/fix troubleshooting, production escalations, service restoration, and recurring issue remediation. Additional experience coordinating operational work across ticket queues, monitoring alerts, change activity, vulnerability remediation, and platform support responsibilities.
- Advanced ability to understand the operational impact of production issues and align break/fix priorities with service stability, customer impact, risk reduction, and business continuity. Capable of leading and motivating cross-functional operational teams during escalations, resolving support conflicts, driving technical follow-through, and identifying risks that affect service reliability, recovery readiness, and operational execution. Proficient in governance patterns tied to incident handling, escalation quality, operational validation, change readiness, and technical support standards.
- Strong technical knowledge across enterprise routing, switching, firewall, DNS, DHCP, IPAM, load balancing, SD-WAN, cloud networking, monitoring, and network troubleshooting.
- Experience with ServiceNow, SolarWinds, LiveNX or LiveAction, ThousandEyes, NetBrain, AppDynamics, F5, Cloudflare DNS, Infoblox, Palo Alto, Cisco ASA / FTD / Firepower, Cisco FMC, Cisco Catalyst, Cisco Nexus, Cisco Meraki, Azure Firewall, and Azure Load Balancers preferred.
- Strong working knowledge of ITIL practices including incident, request, change, problem, knowledge, and major incident management.
- Advanced speaking and writing communication skills.
- May require up to 25% travel.
We offer all the important things you'd want - like competitive salaries, an ownership stake in the company, medical and dental insurance, time off, a great 401k matching program, tuition assistance program, an employee volunteer program, and a wellness program. In addition, you'll have the opportunity to bolster your business knowledge, learning the ins and outs of how successful companies operate and manage their finances, giving you invaluable hands-on experience to help grow your career!
Western Alliance Bank, Member FDIC, is a wholly owned subsidiary of Western Alliance Bancorporation. Serving clients nationwide, Western Alliance Bank includes six legacy bank brands - Alliance Association Bank, Alliance Bank of Arizona, Bank of Nevada, Bridge Bank, First Independent Bank and Torrey Pines Bank - that remain part of the company's heritage, as well as AmeriHome Mortgage, a Western Alliance Bank Company.
Western Alliance Bancorporation is committed to equal employment and will consider all qualified applicants without regard to race, sex, color, religion, age, nation origin, marital status, disability, protected veteran status, sexual orientation, gender identity or genetic information. Western Alliance Bancorporation is committed to working with and providing reasonable accommodations for individuals with disabilities. If you are an individual with a disability and require a reasonable accommodation to complete any part of the application process and/or need an alternative method of applying, please email HR@westernalliancebank.com or call 602-386-2488. When contacting us, please provide your contact information and state the nature of your accessibility issue. We will only respond to inquiries concerning requests that involve a reasonable accommodation in the application process.
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