NOC Operator 2
Remote · United States or Waltham, Massachusetts, United States
Job Summary
NOC Operator 2 responsible for leading escalation of service-impacting incidents, coordinating resolution end-to-end, and performing NOC Analyst duties (monitoring, triaging, initial ticketing). Role expands to Team Lead for the Operator group, with on-site training for 30 days in Zionsville, IN, followed by a hybrid schedule (three in-office days and two remote days per week; Tue–Thu in-office; one weekend day and four weekdays on schedule). Requires monitoring IT network, systems, and application infrastructure, responding to alarms, escalating within SLA, and contributing to post-incident analysis. Strong technical acumen, communication, and ability to collaborate across IT teams are essential.
Required Qualifications
- Associate’s degree in a related technical discipline or equivalent combination of education, certifications, or work experience
- Familiarity with IT network, systems, and application infrastructure monitoring in an SLA-driven environment
- Experience with IT telemetry monitoring tools and the ability to learn new tools quickly
- Strong written and verbal communication skills for incident reporting and escalation
- Ability to work effectively in a team under high-pressure situations
- Understanding of incident management and escalation processes
- Detail-oriented with strong organizational skills
- High energy and professionalism during incident management
- Willingness to follow established processes and adapt to new procedures
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