Shift Lead

Insight Global; Lancaster (TX); On-site; USD 70,000 - 90,000; Full time

Job summary

Insight Global in Lancaster, TX is seeking a Shift Lead to sit onsite and lead a new NOC team responsible for monitoring and supporting critical infrastructure across data centers. You will oversee 9 analysts across three shifts, ensuring triage quality, escalation execution, shift handoffs, ticket hygiene, and runbook adoption.

The role focuses on monitoring the gray space—power, cooling, and critical facilities—rather than hands-on repair, with emphasis on incident management, documentation,

Qualifications

• 5+ years in NOC, critical facilities, data center operations, infrastructure operations, telecom operations, or command-center leadership.
• Prior shift lead, team lead, incident coordinator, senior NOC analyst, or operations lead experience.
• 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

• Oversee the NOC analysts and provide operational leadership for monitoring discipline, triage quality, escalation execution, shift handoffs, ticket hygiene, and runbook adoption.
• Coordinate stakeholder communication and provide inputs for operational reporting.
• Serve as first-line coordinator for quality and continuity, not replacements for other ownership.
• Contribute to building a new NOC team responsible for monitoring critical infrastructure across data centers.
• Monitor the gray space within data centers (power, cooling, and critical facilities systems) and manage incident response.

Skills

Shift leadership

Incident management

KPI reporting

Team coaching

ITIL practices

Tools

Runbooks creation

Job description

Will oversee the Shift Schedule for all 9 team members, 3 on each shift

(Rotating every 4 weeks, 100% onsite)

• Day Shift: 6:00 AM - 3:00 PM
• Evening Shift: 2:00 PM - 11:00 PM
• Night Shift: 10:00 PM - 7:00 AM

Required Skills & Experience

• 5+ years in NOC, critical facilities, data center operations, infrastructure operations, telecom operations, or command-center leadership.
• Prior shift lead, team lead, incident coordinator, senior NOC analyst, or operations lead experience.
• 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.

Job Description

Insight Global is seeking a Shift Lead to sit onsite in Lancaster, 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 (creating runbooks from scratch), 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.

We are helping build an entirely new NOC team that will be responsible for monitoring and supporting the critical infrastructure in over 100 data centers that keeps a large-scale data center operational 24/7. Unlike traditional NOC environments that focus on network devices and servers, this team will monitor the "gray space" within the data center, including power, cooling, and critical facilities systems. This is a monitoring, triage, coordination, and escalation role; it is not a hands-on facilities repair or deep engineering role.

What the Team Monitors

• UPS Systems
• Backup Generators
• HVAC & Cooling Equipment
• Electrical Distribution Systems
• Battery Systems
• Building Management Systems (BMS)
• Critical Mechanical & Electrical Infrastructure