Onsite NOC Shift Lead - Incident Command & Coaching

Insight Global; Midlothian (TX); On-site; USD 36,000 - 59,000; Full time

Job summary

Insight Global is seeking a Shift Lead to sit onsite in Dallas, TX. The Shift Lead provides operational leadership for the NOC analysts, ensuring consistent monitoring discipline, triage quality, escalation execution, shift handoffs, ticket hygiene, runbook adoption, stakeholder communication, and operational reporting inputs.

The Shift Lead is the first-line coordinator for quality and continuity, not a replacement for Google site/vendor resolver ownership.

Qualifications

• 5+ years in NOC, critical facilities, data center operations, infrastructure operations, telecom operations, or command-center leadership.
• Experience as shift lead, team lead, incident coordinator, senior NOC analyst, or operations lead.
• Strong command of incident management, escalation matrices, RACI boundaries, severity logic, bridge coordination, and KPI reporting.
• Ability to coach analysts, improve documentation quality, maintain calm during incidents, and drive consistent process execution.
• Experience with ITIL-aligned incident, problem, knowledge, reporting, and continual improvement practices is strongly preferred.

Responsibilities

• Provide operational leadership for NOC analysts and maintain monitoring discipline.
• Oversee triage quality, escalation execution, shift handoffs, and ticket hygiene.
• Coordinate runbooks, stakeholder communications, and inputs for operational reporting.
• Act as first-line coordinator for quality and continuity, guiding processes and execution.

Skills

NOC leadership

Incident management

Escalation management

Coaching analysts

KPI reporting

ITIL practices

Tools

ITIL framework

Job description

Insight Global is seeking a Shift Lead to sit onsite in Dallas, TX. The Shift Lead provides operational leadership for the NOC analysts, ensuring consistent monitoring discipline, triage quality, escalation execution, shift handoffs, ticket hygiene, runbook adoption, stakeholder communication, and operational reporting inputs.

The Shift Lead is the first-line coordinator for quality and continuity, not a replacement for Google site/vendor resolver ownership.