NOC Team Lead
HybridMarietta, Georgia, United States
Job Summary
Lead complex satellite and VSAT incident response as the primary escalation point for mission-critical network reliability. Provide advanced technical guidance on RF degradation, modem configuration, and hub infrastructure while monitoring case queues to ensure SLA adherence. Insert into high-impact incidents to accelerate resolution, lead major bridge calls, and communicate progress to stakeholders and enterprise customers. Partner with engineering and teleport teams to identify root causes and implement preventive solutions, while mentoring Tier 1 and Tier 2 associates on troubleshooting standards and documentation. Contribute to runbook development and process improvement within a 24/7 operational environment requiring on-call rotations and after-hour leadership support.
Required Qualifications
- Associate's or Bachelor's degree in Information Technology, Networking, Telecommunications, Computer Science, or a related field, or equivalent professional experience
- 3 to 5 years of experience in a Network Operations Center supporting satellite, VSAT, or complex WAN environments
- Strong knowledge of satellite communications, including RF fundamentals, link performance analysis, and hub-based network architecture
- Experience troubleshooting satellite modems, routers, firewalls, and carrier connectivity
- Proven ability to troubleshoot complex technical issues in a fast paced, mission critical environment
- Strong verbal and written communication skills with the ability to communicate technical concepts to both technical and nontechnical audiences
- Demonstrated ability to mentor teammates and provide technical guidance
- Experience using network monitoring, ticketing, and incident management platforms
- Strong analytical and problem-solving skills
- Ability to prioritize multiple critical issues simultaneously
- 24 by 7 operational environment requiring occasional nights, weekends, holidays, and on call support
Desired Qualifications
- Previous experience serving as a technical escalation point or informal team lead
- Working knowledge of ITIL, incident management, change management, or service management best practices
- Cisco, Fortinet, or satellite industry certifications
- Experience working directly with enterprise customers during major incidents
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