NOC Shift Lead: Incident Response & SLA Master

Acuative; Strongsville (OH); On-site; USD 85,000 - 100,000; Full time

Job summary

Acuative is seeking a NOC Supervisor to lead the day-to-day operation of our network infrastructure on the assigned shift, ensuring stable and efficient performance and adherence to procedures. You will oversee workload distribution, monitor health dashboards, drive MTTA/MTTR SLAs, coordinate incident response with Tier 3, and coach a team of NOC Analysts and Technicians.

This role requires ITIL knowledge, 24/7 experience, and ability to obtain security clearance; mentoring, reporting, and

Qualifications

• 3+ years in a 24/7 operations environment, triage, and ticket management.
• 1+ year of experience guiding, mentoring, or supervising junior technical staff.
• Proven ability to coordinate initial incident response and manage bridge calls.

Responsibilities

• Oversee daily NOC activities and shift workload distribution.
• Coordinate incident response, bridge calls, and escalation with Tier 3 teams.
• Mentor and supervise NOC Analysts and Technicians, including scheduling.
• Enforce SOPs and ITIL processes; oversee change control during shifts.
• Produce operational reports on performance and availability.

Skills

Verbal communication

Written communication

Incident coordination

Network monitoring

Education

Associate's Degree in IT/CS

Job description

Acuative is seeking a NOC Supervisor to lead the day-to-day operation of our network infrastructure on the assigned shift, ensuring stable and efficient performance and adherence to procedures. You will oversee workload distribution, monitor health dashboards, drive MTTA/MTTR SLAs, coordinate incident response with Tier 3, and coach a team of NOC Analysts and Technicians.

This role requires ITIL knowledge, 24/7 experience, and ability to obtain security clearance; mentoring, reporting, and