Job Description

Job Description

30% - Incident Management & Operational Leadership
Lead after-hours response to incidents, outages, service disruptions, and security events.
Serve as the primary escalation point for overnight operations.
Coordinate incident resolution, communications, and escalation activities.
Provide operational leadership during emergencies.
25% - Customer Support & Technical Administration
Provide advanced after-hours IT support for account access and technical issues.
Troubleshoot complex hardware, software, application, and network problems.
Administer and maintain enterprise monitoring platforms.
Identify recurring issues and recommend operational improvements.
15% - Staff Leadership & Training
Provide leadership, mentoring, and guidance to NOC and overnight staff.
Support onboarding, training, and knowledge development.
Review operational work products and provide coaching and feedback to staff.
Serve as a subject matter expert for overnight operations.
10% - Data Center & Facility Operations
Oversee after-hours data center and facility operations.
Monitor and coordinate response to infrastructure, environmental, security, power, and cooling incidents.
Serve as the primary overnight contact for facility emergencies.
Ensure compliance with operational procedures.
10% - Documentation & Reporting
Maintain operational records, incident documentation, and shift reports.
Develop and maintain SOPs, knowledge base content, restoration plans, and recovery documentation.
Monitor operational metrics and recommend service improvements.
5% - Collaboration & Continuous Improvement
Collaborate with technical teams to resolve operational issues and improve processes.
Support operational projects and planning initiatives.
Promote effective communication and continuity between shifts.
5% - Other Duties as Assigned
Perform additional job-related duties and special projects as assigned to support departmental and organizational objectives.

Required Qualifications

High School Diploma/GED equivalency and three years of relevant professional experience or an Associate’s degree and one year of relevant professional experience or an equivalent combination of education/experience.
Two years of experience monitoring enterprise systems, networks, applications, or infrastructure.
Experience leading projects, coordinating operational activities, or serving in a senior technical support role as shown in application materials.
Two years of customer service experience.
Experience troubleshooting hardware, software, application, and network-related issues as shown in application materials.
Demonstrated experience mentoring, training, and guiding staff in operational procedures, incident response, monitoring activities, and escalation processes as shown in application materials.
Demonstrated ability to prioritize multiple tasks and coordinate incident response efforts as shown in application materials.
Excellent written, verbal, and interpersonal communication skills as shown in application materials.

Preferred Qualifications

Associate's or Bachelor's degree in Information Technology, Computer Science, Cybersecurity, or related field.
ITIL Foundation Certification.
CompTIA Security+, Network+, or related industry certifications.
Experience leading technical teams or acting as a shift lead.
Experience administering enterprise monitoring and management platforms.
Experience working in a Network Operations Center (NOC), Security Operations Center (SOC), or data center environment.
Experience supporting enterprise technology environments, including network infrastructure, database systems, and computer environmental control systems.
Experience supporting cybersecurity operations, including incident response, phishing detection and triage, identity and access management, and security monitoring.
Experience participating in disaster recovery, business continuity, and operational resilience activities.
Experience utilizing scripting, automation, IT Service Management (ITSM) processes, and ITIL best practices to improve operational efficiency and service delivery.