Nexus ยท 2 days ago
Team Lead, NOC Engineer
United States
Full-time
Remote
Senior Level, Lead/Staff
$68K/yr - $72K/yr
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Responsibilities
Provide leadership, motivation, and mentorship to a team of NOC Engineers.
Manage the performance of your team in the areas of utilization, client satisfaction, and Service Level Agreements (SLAs).
Set performance goals, conduct performance reviews, and provide feedback to your team.
Identify training needs, develop training plans, and provide ongoing training and development opportunities for your team.
Help your team resolve customer issues by modeling excellent problem-solving, analytical, and troubleshooting techniques.
Serve as an incident manager (e.g. setting up bridge calls, documenting the problem, etc.) to drive resolution on critical incidents and client outages.
Escalate critical issues to appropriate technical teams as needed.
Provide root-cause analysis reports to internal stakeholders on recurring issues and incidents.
Generate regular reports on team performance, including metrics on incident resolution times, customer satisfaction, and team productivity.
Ensure high levels of customer satisfaction by ensuring your team is providing timely and effective support.
Qualification
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Required
Provide leadership, motivation, and mentorship to a team of NOC Engineers.
Manage the performance of your team in the areas of utilization, client satisfaction, and Service Level Agreements (SLAs).
Set performance goals, conduct performance reviews, and provide feedback to your team.
Identify training needs, develop training plans, and provide ongoing training and development opportunities for your team.
Help your team resolve customer issues by modeling excellent problem-solving, analytical, and troubleshooting techniques.
Serve as an incident manager (e.g. setting up bridge calls, documenting the problem, etc.) to drive resolution on critical incidents and client outages.
Escalate critical issues to appropriate technical teams as needed.
Provide root-cause analysis reports to internal stakeholders on recurring issues and incidents.
Generate regular reports on team performance, including metrics on incident resolution times, customer satisfaction, and team productivity.
Ensure high levels of customer satisfaction by ensuring your team is providing timely and effective support.
Preferred
Foundational IT knowledge
Basic networking concepts
Windows OS
Familiarity with ticketing systems
ITIL Foundation
Benefits
Four weeks of annual accrued PTO
Seven paid national holidays
Medical, dental, vision options
Company-paid life insurance, short and long-term disability
Voluntary benefits such as critical illness and accident
Voluntary Legal Shield and identity theft protection
Discretionary annual 401k match plan
Generous employee referral bonus plan
Employee Assistance Program
Access to over 90,000+ courses in ADP My Learning
StandOut employee engagement tools
Eligible to apply for a Pluralsight license
Eligible to apply for NexusTek Technical Academy or Leadership Academy
Company
Nexus
Nexus offers public transportation services for the economy and communities also operates tyne and wear metro.
1001-5000 employees
Funding
Current Stage
Late StageCompany data provided by crunchbase
