NOC Operator II

2 openings - 1st and 2nd Shift (8:00-5:00 & 3:00-12:00)

Why This Role Matters

The NOC Operator II is a senior technical escalation point within the Network Operations Center and is responsible for leading the response to complex, high-severity, and service-impacting incidents. This position takes ownership of incidents from escalation through resolution, performing advanced troubleshooting, coordinating technical resources, and executing remediation actions in accordance with established NOC methods and procedures.

The NOC Operator II will lead incident conference bridges, coordinate response efforts across infrastructure and application teams, escalate incidents to leadership at established SLA intervals, and issue organization-wide communications when necessary. This individual must provide clear direction and maintain effective communication during high-pressure situations while ensuring incident records remain complete and accurate.

In addition to managing escalated incidents, the NOC Operator II will perform the full range of NOC monitoring, triage, ticketing, and response responsibilities. This position will also support less-experienced NOC team members, contribute to post-incident reviews, and help improve monitoring capabilities, documentation, and operational processes.

Schedule and Work Environment

This hybrid position begins with 30 days of on-site training, Monday through Friday, from 8:00 a.m. to 5:00 p.m. ET in Zionsville, Indiana.

Following training, the role will transition to a hybrid schedule with required in-office coverage Tuesday through Thursday. The remaining workdays will be remote. The weekly schedule includes one weekend day and four weekdays.

Mandatory On-Site Requirements

• On-site attendance is required Tuesday through Thursday each week to support critical business-monitoring services located within the Zionsville NOC.
• The NOC operates as an interactive technical environment where employees and technology teams may report suspected outages, request troubleshooting assistance, or review the overall health of the organization.
• Remote work is not available during required in-office portions of the schedule.
• Occasional Monday or Friday on-site attendance may be required for major company events or team meetings, not to exceed two weeks per month.

How You'll Contribute

• Serve as a senior escalation point for complex network, system, infrastructure, and application incidents.
• Take ownership of escalated incidents and drive technical response efforts through full service restoration.
• Perform advanced troubleshooting and correlate telemetry across multiple monitoring platforms to identify root causes and business impact.
• Lead conference bridges for high-severity incidents, ensuring appropriate technical teams and stakeholders are engaged.
• Coordinate incident response activities across network, infrastructure, cloud, security, application, and vendor teams.
• Execute approved remediation actions according to established NOC methods and procedures.
• Escalate incidents to technical and business leadership at established SLA intervals.
• Prepare and distribute timely incident communications to impacted stakeholders and leadership.
• Monitor network, system, application, and infrastructure services for potential service-impacting events.
• Respond to monitoring alarms and notifications within established SLA requirements.
• Create and maintain detailed incident records, including symptoms, business impact, troubleshooting activities, decisions, escalations, and resolution steps.
• Identify patterns across alerts and telemetry that may indicate broader or recurring service disruptions.
• Support and guide NOC Analysts and junior operators during incident triage and escalation.
• Ensure effective shift handoffs by communicating active incidents, known issues, system status, and outstanding actions.
• Participate in post-incident reviews and root cause analysis efforts.
• Recommend improvements to monitoring rules, escalation procedures, incident communications, and operational workflows.
• Create, review, and update NOC Method and Procedure documentation.
• Maintain awareness of current infrastructure conditions, active changes, planned maintenance, and known issues.

What We're Looking For

• Associate degree in a technical discipline, or an equivalent combination of education, certifications, training, and professional experience.
• Multiple years of experience in a Network Operations Center, infrastructure operations, systems administration, network support, or similar enterprise IT environment.
• Demonstrated experience taking ownership of complex or high-severity incidents through resolution.
• Strong understanding of enterprise network, system, application, cloud, and infrastructure monitoring.
• Experience working with IT telemetry, observability, alerting, and incident management tools.
• Ability to analyze alerts, system logs, performance data, and telemetry from multiple sources.
• Working knowledge of networking concepts, including TCP/IP, DNS, DHCP, VPNs, firewalls, switches, routers, and connectivity troubleshooting.
• Experience managing technical conference bridges and coordinating multiple technical teams during critical incidents.
• Familiarity with ITIL practices, including incident, problem, and change management.
• Experience using enterprise ticketing platforms such as ServiceNow or Jira Service Management.
• Strong written and verbal communication skills, including the ability to communicate technical incidents clearly to leadership and nontechnical stakeholders.
• Ability to make sound decisions, prioritize competing issues, and maintain professionalism during high-pressure situations.
• Strong documentation, organization, and shift-handoff skills.
• Ability to coach junior team members and provide technical guidance during incident response.
• Willingness to work the designated second-shift schedule, including one weekend day per week.

Preferred Qualifications

• Experience supporting technology operations within insurance, financial services, or another regulated industry.
• Experience with Microsoft Azure, AWS, or hybrid-cloud environments.
• Familiarity with automation, scripting, or orchestration tools used for incident response and remediation.
• Experience contributing to root cause analysis and post-incident review processes.
• Certifications such as CompTIA Network , Security , Cisco CCNA, Microsoft Azure, AWS, or ITIL Foundation.