NOC Shift Lead: Incident Response & SLA Focus

Acuative Corporation; Kentucky; On-site; USD 70,000 - 90,000; Full time

Job summary

Acuative Corporation seeks a NOC Supervisor to lead day-to-day network operations, ensuring efficient incident response and adherence to SLAs. You will supervise analysts and technicians, coordinate escalations, and drive quality ticketing and performance metrics.

The role requires strong knowledge of network monitoring, TCP/IP, and ITIL-aligned processes, with 3+ years in a 24/7 ops environment and 1+ year in a supervisory capacity. On-site location in Kentucky, US.

Qualifications

• Associate's Degree in IT, Computer Science, or equivalent technical training.
• Minimum 3+ years in a 24/7 operations environment with triage and ticket management.
• Minimum 1+ year supervising junior technical staff.

Responsibilities

• Oversee all day-to-day NOC activities during the assigned shift.
• Review and assign incoming work, ensuring proper prioritization and timely resolution.
• Monitor network and system health dashboards and alerts.
• Drive SLA performance for response and resolution times.
• Ensure incident tickets are logged with actions and resolutions.
• Escalation authority for complex issues; provide guidance.
• Coordinate major incidents (P1/P2) and bridge calls with Tier 3/Network Engineering.
• Maintain clear internal/external communications on incidents and maintenance.
• Lead root cause analysis and collaborate with Problem Management.

Skills

Incident response coordination

Bridge calls management

Ticket quality review

Network monitoring tools

TCP/IP

LAN/WAN/Security devices

Education

Associate's Degree in IT/CS or equivalent

Job description

Acuative Corporation seeks a NOC Supervisor to lead day-to-day network operations, ensuring efficient incident response and adherence to SLAs. You will supervise analysts and technicians, coordinate escalations, and drive quality ticketing and performance metrics.

The role requires strong knowledge of network monitoring, TCP/IP, and ITIL-aligned processes, with 3+ years in a 24/7 ops environment and 1+ year in a supervisory capacity. On-site location in Kentucky, US.