NOC Night Shift Lead - Incident Response & Mentorship

Conterra Ultra Broadband; Whispering Oaks (NC); On-site; USD 90,000 - 120,000; Full time

Job summary

Conterra Ultra Broadband is seeking a NOC Team Lead to supervise overnight NOC operations in Charlotte, NC. You will guide engineers and technicians, monitor networks, and drive incident resolution while maintaining high service levels.

The role requires strong telecom knowledge, experience with monitoring tools, and a proven ability to manage tickets and escalations across teams. This position is in office during the third shift, with potential weekend/on-call duties.

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).
• Familiarity with ticketing systems (e.g., ServiceNow, Remedy, MBS/Elements).
• 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

Troubleshooting

Communication

Documentation

Customer service

Education

Associate/Bachelor in Telecommunications or Networking

Tools

SolarWinds

Splunk

Netcool

ServiceNow

Remedy

MS Visio

SharePoint

Job description

Conterra Ultra Broadband is seeking a NOC Team Lead to supervise overnight NOC operations in Charlotte, NC. You will guide engineers and technicians, monitor networks, and drive incident resolution while maintaining high service levels.

The role requires strong telecom knowledge, experience with monitoring tools, and a proven ability to manage tickets and escalations across teams. This position is in office during the third shift, with potential weekend/on-call duties.