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NOC Specialist, Charging

2 months ago

Buffalo, United States Tesla Full time
What to Expect

The NOC Specialist works on the Global Charging Operations team in Buffalo, NY. The ideal candidate has experience working a systems diagnostics role or in a NOC and has a passion for fast, tactical action and problem solving. This role is part of the Tier 1 monitoring team working to ensure superior customer experience 24-7 on the Supercharger network. The individual will work closely with Energy Service, Charging Asset Management, internal engineering teams and external parties.

There will be 3 shift schedules to support our 24/7 operation, requiring general day, evening, and overnight flexibility.

What You’ll Do
  • Responsible for live monitoring, diagnostics, action or escalations for real-time network issues impacting access to charging or customer experience
  • Role requires issue management and continuous problem-solving working with supporting teams to drive to a resolution
  • Responsible for ticket creation for real-time but non-urgent issues for supporting teams to resolve
  • Proactive review of open network issues tracking against supporting team SLA’s and network KPI’s
  • Perform system validations to ensure customer user interface reflects current state of the network
  • Responsible for incident and escalation response as well as follow-up with the NOC serving as air-traffic control towards internal and external stakeholders
  • Participate in holiday campaigns and disruption events to ensure optimal network experience during peak or disruptive travel
What You’ll Bring
  • Any combination of education and experience equivalent to a bachelor's degree and 2+ years working in a similar role or industry with 24-7 business operations
  • Experience coordinating in fast-paced environments and teams
  • Ability to manage multiple projects with an eye for efficiency and priority
  • Superior communication skills with ability to discuss technical topics with a range of audiences 
  • Highly energetic personality, with a flexible attitude towards critical tasks
  • Available to work weekends and on holidays