NOC Shift Lead

Job DescriptionJob DescriptionBenefits:

• 401(k)
• 401(k) matching
• Competitive salary
• Dental insurance
• Health insurance
• Paid time off
• Training & development
• Tuition assistance
• Vision insurance

OVERVIEW:

SILTT is searching for a dynamic and highly motivated Network Operations Center (NOC) Shift Lead responsible for providing hands-on supervision, technical guidance, and real-time coordination of a Network Operations Center shift team to ensure uninterrupted 24x7x365 service availability. Acting as the on-duty point of contact for all network, infrastructure, and service incidents, the NOC Shift Lead ensures that events are triaged efficiently, escalations are executed per SLAs, and all activities are logged accurately in the ITSM system. This role balances leadership, technical troubleshooting, and operational governance to maintain service quality, compliance, and communication consistency across all shifts. If you are excited by the opportunity to join our team as a NOC Shift Lead, we encourage you to apply today!

WHO WE ARE:

At SILTT were pushing the limits of infrastructure innovation in the Telecommunications and Information Technology industry. From delivering world-class modular data center facilities to all-hours, 365-day operational response and disaster recovery, our multi-functional team of experts are force multipliers across the infrastructure landscape. We pride ourselves in leading from the front to advise, assist, and accompany our clients through their toughest technological and operational challenges. We always deliver results (spelled re-SILTTs)!

WHY SILTT?

At SILTT, objective-driven means first being people-driven. As a small business we know that the ability to achieve our mission demands we take care of our own by providing our team members with a variety of benefits that allow them to live fulfilling, healthy, balanced, meaningful lives. Thats why we believe in offering paid healthcare, ultra-competitive 401K matching, accrued paid time off and fixed holiday leave, continuous learning and professional development incentives, and promote a sustainable work-life balance.

A CALL TO ACTION:

As we charge ahead in the competitive world of technology and sustainment, we need a strong NOC Shift Lead to support our current and future projects. This critical position will collaborate with fellow SILTT teammates, stakeholders and executive leadership. As we staff up to support a new program, this NOC Shift Lead will have the opportunity to be on the ground floor and help define the trajectory of our future!

A DAY IN THE LIFE:

In this role, you will support a high-impact Network Operations Center that forms the backbone of enterprise service delivery. This role provides the opportunity to modernize NOC best practices and shape a world-class operations culture that scales while maintaining customer trust and operational excellence. Key responsibilities include, but are not limited to:

1. Operational Leadership:

• Lead NOC operations during assigned shifts, managing Level I, II, and III technicians.
• Oversee event detection, incident triage, and escalation following defined SLA and ITIL workflows.
• Serve as the escalation point for unresolved or aging incidents before Incident Manager engagement.
• Ensure proper documentation of alerts, incidents, and maintenance in the ITSM tool (e.g., ServiceNow, Remedy, Jira).
• Coordinate daily shift handovers and ensure continuity of open tickets and ongoing maintenance.

2. Incident and Problem Management:

• Verify MTTA and MTTR targets are met for all P1-P4 incidents.
• Conduct initial root-cause analysis and ensure accurate incident categorization and priority assignment.
• Partner with the NOC Incident Manager for major incidents, facilitating bridge calls and communications.
• Support Problem Management by identifying recurring issues and suggesting corrective actions.

3. Monitoring and Maintenance:

• Maintain situational awareness across network, infrastructure, and facilities dashboards.
• Review alerts for accuracy, manage suppression lists, and validate maintenance and change tickets.
• Coordinate with Network Operations Manager, Change Planning Manager, and Facilities for scheduled work and change freezes.

4. People, Performance, and Training:

• Supervise and mentor on-shift staff; provide feedback on performance, process adherence, and technical growth.
• Conduct shift briefings, on-the-job training/coaching, oversee training curriculum, and the train-the-trainer program.
• Ensure adherence to security and compliance procedures within the operations environment.

5. Reporting and Governance:

• Compile shift reports capturing incidents, escalations, and system health summaries.
• Participate in weekly MBRs and operational reviews to share performance data and recommendations.
• Support audits and ensure documentation accuracy for compliance readiness.

BASIC QUALIFICATIONS:

• Bachelors degree in Information Technology, Networking, or related field.
• 5+ years of NOC or network operations experience, including 2+ years in a lead or supervisory capacity.
• Strong technical understanding of IP networking, routing/switching, monitoring systems (e.g., SolarWinds, LogicMonitor, Splunk), and ticketing workflows.
• Proven ability to manage live incidents under pressure while maintaining professionalism and clarity.
• Experience with ITIL-based environments (Incident, Change, Problem Management).
• Excellent written and verbal communication skills; able to lead cross functional bridges and status updates.
• ITIL v4 Foundation or Network+ / CCNA certification .

SKILLS & COMPETENCIES:

• Real-time Leadership and Decision-Making
• Incident Response and Escalation Management
• Communication and Shift Coordination
• Technical Troubleshooting and Situational Awareness
• Process Discipline and Continuous Improvement

WORK LOCATION:

The work associated with this role is expected to be performed on-site at our San Diego Area location, though some travel may be required for periodic support as needed.