NOCC Lead: 24/7 Network Ops & Escalation

sbasite; Boca Raton (FL); On-site; USD 85,000 - 120,000; Full time

Benefits offered by this job

401(k) with company match

Equity opportunities

Health, dental, and vision insurance

Parental leave

Life insurance

STD/LTD disability insurance

Wellness programs and resources

Paid time off and holidays

Remote workdays (depending on role)

Education assistance and professional/

Job summary

SBA Communications in Boca Raton, FL is seeking a Lead Network Operations Control Center Technician to provide technical oversight and act as the escalation point for NOCC issues in a 24x7 environment. The role covers fault monitoring, diagnostics, and coordination across telecom teams and customer organizations.

The successful candidate will guide NOCC technicians, train new staff, and contribute to incident investigation with detailed outage documentation while ensuring compliance with SLA

Responsibilities

• Provide technical guidance to NOCC techs responsible for fault monitoring and management, troubleshooting, configuration control, trouble ticket generation and management, and reports development and generation.
• Act as the technical escalation support to the NOC and ensure customer status updates are sent in a timely manner.
• Coordinate troubleshooting efforts while collaborating with various technical teams, network engineers/system administrators, and customer organizations.
• Escalate outage incidents with telecommunication providers, if not resolved in a given timeline or SLA.
• Provide technical training to new employees to ensure a successful 90-day onboarding.
• Make technical and process recommendations to prevent repeating outages.
• Document technical know-how or job aid to ensure the NOCC team has the knowledge to perform their job.
• Help create RFO (reason for outage) documentation for customer presentation.
• Ensure the NOC proper procedure for monitoring facilities systems and implement restart/recovery procedures as necessary.
• Analyze problems; elevate and distribute as applicable to necessary teams, track issues and open incidents through resolution.
• Develop detailed description of system outages and provide availability reports that define SLA guidelines.
• Ensure that the team uses proprietary software programs and processes incoming alarms in 30 minutes or less, and file NOTAMS in line with FAA specs.
• Complete and update trouble-ticketing entries clearly with strong written communication.
• Ensure that all operational and support procedures, job aids, and documentation are maintained.

Job description

SBA Communications in Boca Raton, FL is seeking a Lead Network Operations Control Center Technician to provide technical oversight and act as the escalation point for NOCC issues in a 24x7 environment. The role covers fault monitoring, diagnostics, and coordination across telecom teams and customer organizations.

The successful candidate will guide NOCC technicians, train new staff, and contribute to incident investigation with detailed outage documentation while ensuring compliance with SLA