NOC Shift Lead: Incident & Team Coach

Acuative Corporation; Ohio; Presencial; USD 85.000 - 110.000; Jornada completa

Descripción de la vacante

Acuative Corporation in Ohio seeks an experienced NOC Supervisor to lead shift operations, ensuring reliable network performance and timely incident response. You will oversee workload, drive SLA adherence, and guide a team of analysts and technicians in a fast-paced, 24/7 environment.

Responsibilities include enforcing SOPs and ITIL processes, coordinating major incidents, and collaborating with engineering to prevent recurrence while maintaining high service quality.

Formación

• Must be eligible for U.S. Government Public Trust clearance.
• 3+ years in a 24/7 operations environment with triage and ticket management.
• 1+ year of supervising or mentoring junior technical staff.
• Proven ability to coordinate initial incident response and manage bridge calls.
• Solid understanding of network monitoring tools, TCP/IP, and basic LAN/WAN/Security troubleshooting.

Responsabilidades

• Shift-level command of daily NOC activities and workload distribution.
• Monitor performance metrics and ensure timely incident resolution.
• Drive SLA compliance for MTTA and MTTR.
• Escalate complex issues and coordinate with Tier 3/Network Engineering.
• Lead coaching, onboarding, and performance reviews of NOC staff.
• Maintain SOPs, ITIL-based processes, and knowledge base improvements.
• Prepare and present operational reports to management.

Conocimientos

Leadership & mentoring

Incident management

Network troubleshooting

SLA focus

Team coordination

Educación

Associate degree in IT or related

Herramientas

Network monitoring tools

TCP/IP fundamentals

ITIL processes

Descripción del empleo

Acuative Corporation in Ohio seeks an experienced NOC Supervisor to lead shift operations, ensuring reliable network performance and timely incident response. You will oversee workload, drive SLA adherence, and guide a team of analysts and technicians in a fast-paced, 24/7 environment.

Responsibilities include enforcing SOPs and ITIL processes, coordinating major incidents, and collaborating with engineering to prevent recurrence while maintaining high service quality.