NOC Shift Lead

Key Responsibilities• Monitor network performance, availability, and health using enterprise monitoring tools.• Respond to and troubleshoot network incidents, ensuring proper escalation when needed.• Perform catch-and-dispatch duties, ensuring all alerts, calls, and tickets are quickly captured and assigned to the correct resolver groups.• Coordinate with IC3 teams and ensure IC3 reaches out to the Network Operations team for issue resolution.• Handle incoming calls, create tickets, and track incident progress to closure.• Assist in maintaining and updating network documentation, operational runbooks, and incident reports.• Collaborate with engineering teams during planned maintenance, deployments, and change activities.• Support troubleshooting across switches, routers, firewalls, load balancers, and DDoS mitigation systems.• Provide initial analysis on routing, connectivity, and performance issues involving protocols such as BGP, OSPF, MPLS, etc.• Execute standard operating procedures (SOPs) for network tasks and incident handling.• Work with automation tools such as Ansible and Python scripts to support repetitive tasks and reduce manual effort.• Communicate effectively with internal teams and customers regarding service-impacting events and resolutions.Knowledge, Skills & Experience Required•6+ years' experience in a Network Operations Center or technical support role.• Strong catch-and-dispatch coordination experience.• Strong call-handling skills for both internal and external stakeholders.• Understanding of IP networking concepts and protocols (BGP, OSPF, MPLS, VLANs, TCP/IP).• Experience with network monitoring and ticketing systems.• Working knowledge of Linux-based systems and traditional networking environments.• Basic understanding of network automation concepts and tools such as Ansible and Python.• Strong analytical and problem-solving skills with the ability to troubleshoot complex issues.• Ability to work in a fast-paced environment with shifting priorities.• Excellent communication, documentation, and collaboration skills.• Familiarity with YANG models, automated configurations, or infrastructure-as-code concepts is a plus.