Job Description

Overview

The NOC Operator is responsible for the detection, triage, diagnosis, coordination, and restoration support of critical IT and OT services across the communications and technology environment. This role provides 24x7 monitoring and operational support for enterprise infrastructure, telecommunications systems, transport networks, cloud-connected services, and operational technology communications environments.

Using monitoring, observability, event management, and IT service management platforms, the NOC Operator identifies service-impacting events, performs technical investigation, executes approved remediation activities, and coordinates response efforts with engineering teams, carriers, vendors, field personnel, and operational partners.

This position supports a 24x7 operational environment and may require shift work, overtime, on-call participation, and support during emergency restoration activities.

Key Responsibilities

Monitoring & Detection

• Continuously monitor network, transport, infrastructure, cloud, private LTE (pLTE) networks, and operational technology communications environments using internal monitoring, observability, and event management platforms
• Identify, validate, prioritize, and correlate alerts based on severity, business impact, and operational scope

Incident Management & Troubleshooting

• Create, update, and manage incidents in accordance with operational procedures and service-level objectives
• Perform technical triage, diagnostics, and troubleshooting to identify probable fault domains and impacted services
• Analyze alarms, telemetry, event logs, device health indicators, performance metrics, routing behavior, and circuit status information
• Execute approved diagnostic, restoration, and recovery procedures in accordance with established runbooks and operational standards

Coordination & Escalation

• Coordinate restoration efforts with engineering teams, field personnel, telecommunications carriers, service providers, vendors, and operational stakeholders
• Escalate incidents with complete technical context, supporting evidence, and documented troubleshooting findings
• Support major incident management, root cause analysis, problem management, and post-incident review activities

Continuous Improvement

• Recommend improvements to monitoring coverage, event correlation, alert quality, operational procedures, and documentation
• Contribute to operational excellence initiatives focused on reliability, resiliency, efficiency, and continuous improvement
• Perform other job duties as required

Required Qualifications

• High school diploma, GED, or equivalent
• 3+ years of experience in a Network Operations Center (NOC), telecommunications operations, infrastructure support, monitoring operations, or a related technical support role
• Knowledge of network fundamentals, including TCP/IP, routing, switching, DNS, DHCP, WAN technologies, telecommunications concepts, and transport networks
• Understanding of network monitoring, observability, event management, incident management, and service restoration processes
• Strong analytical, troubleshooting, critical-thinking, and problem-solving skills
• Knowledge of high availability, resiliency, redundancy, and failover concepts
• Ability to analyze monitoring data, alarms, telemetry, logs, and performance indicators to support operational decision-making
• Strong verbal and written communication skills, with the ability to communicate technical information to technical and non-technical stakeholders
• Ability to work independently and collaboratively in a fast-paced 24x7 operational environment
• Strong organizational skills, with the ability to manage multiple priorities and rapidly changing operational conditions

Preferred Qualifications

• Associate’s or Bachelor’s degree in Information Technology, Telecommunications, Engineering, Computer Science, or a related discipline
• Experience supporting enterprise networks, transport systems, telecommunications infrastructure, cloud-connected environments, or operational technology communications systems
• Experience with monitoring, observability, event management, or IT service management platforms
• Understanding of operational technology communications environments and utility communications infrastructure
• Relevant certifications such as CompTIA Network+, ITIL Foundation, Cisco CCNA, or equivalent

Measures of Success

• Timely detection, acknowledgment, triage, and response to operational incidents
• Quality and effectiveness of incident diagnosis, troubleshooting, escalation, and restoration activities
• Accuracy, completeness, and timeliness of incident documentation
• Quality of communications provided to stakeholders during operational events and service disruptions
• Contributions to root cause analysis, trend analysis, knowledge management, and operational improvement initiatives
• Effective coordination with engineering teams, carriers, vendors, field personnel, and operational partners
• Adherence to company policies, procedures, standards, and operational controls
• Demonstrates and actively incorporates the company’s core values