Network Operations Center Operator

2 months ago

Zionsville, United States Insight Global Full time

Title: Network Operations Center Operator

Duration: 9 Month Contract to Hire

Location: Zionsville, IN



Job Description Summary


The NOC Operator role is expected to exhibit a high level of proficiency in IT network, systems, and application infrastructure monitoring, troubleshooting, and incident management. This role requires in-depth knowledge of NOC processes and the ability to execute them effectively under pressure. The NOC Operator will take ownership of escalated incidents, coordinating resolution efforts from initial escalation to final resolution while maintaining clear and consistent communication with all stakeholders. Additionally, the NOC Operator will fulfill all duties of the NOC Analyst, including responding to alarms, triaging incidents, and escalating issues when necessary. The ability to manage conference bridges, escalate issues to leadership, and disseminate mass communications during high-severity incidents is essential. The NOC Operator will also contribute to post-incident analysis and continuous improvement of NOC procedures.


This contract-to-hire Hybrid role begins with 30 days of on-site training, Monday to Friday, 9am - 5 pm ET in Zionsville, IN. After training, the position shifts to a Hybrid schedule with three in-office days and two remote days per week. The schedule includes one weekend day and four weekdays. After 60 days, pending a performance review, the position will transition to full-time employment.


Main Accountabilities:


  • Monitor IT network, systems, and application infrastructure services for any service-impacting events
  • Respond to alarms and notifications from monitoring tools within established SLA guidelines
  • Triage, ticket, and escalate issues to the NOC Operator role within 15 minutes of detection or report
  • Serve as the initial point of contact for service-impacting incidents through various intake methods, including phone, email, in-person, and instant messaging
  • Correlate telemetry data from monitoring tools to identify potential service disruptions
  • Document incident details and actions taken in ticketing systems with clear and concise communication
  • Follow Method & Procedure documentation to ensure consistent and accurate incident management processes
  • Collaborate with NOC Operators and other IT teams to resolve or escalate incidents as needed
  • Participate in post-incident reviews to improve response processes and update Method & Procedure documentation
  • Maintain awareness of current infrastructure status and known issues to provide accurate incident context


Qualifications:


  • Associate’s degree from an accredited college or university in a related technical discipline, or the equivalent combination of education, technical certifications or training, 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 quickly learn new tools as needed
  • Strong communication skills, both written and verbal, for clear incident reporting and escalation
  • Ability to rapidly assess and respond to service-impacting incidents under time-sensitive conditions
  • Proven ability to work effectively in a team environment, particularly in high-pressure situations
  • Basic understanding of incident management and escalation processes
  • Detail-oriented with strong organizational skills to manage multiple incidents and tasks simultaneously
  • High level of energy and the ability to maintain professionalism during incident management
  • Ability to follow established processes and adapt to new procedures as they are developed
  • Technical aptitude and willingness to learn new skills and technologies relevant to the NOC environment


Compensation:

$35/hr to $48/hr.

Exact compensation may vary based on several factors, including skills, experience, and education.

Benefit packages for this role will start on the 31st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.

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