Job Description

The OC Lead is responsible for leading Auxis' shared 24x7 Network Operations Center supporting the Mosaic Infrastructure Managed Services engagement, a multi-country environment covering roughly 60 sites across the United States, Canada, Brazil, Peru, and Paraguay. This role owns day-to-day NOC operations, staffing and shift scheduling, monitoring and alerting standards, and the escalation process for network and server events. The NOC Lead acts as the senior point of contact for the NOC team, ensuring incidents are triaged and escalated correctly, service level agreements are met, and the team is well trained on tools, processes, and the client environment.

Responsibilities

• Lead and manage the 24x7 NOC team, including NOC Analysts and NOC Analyst Sr. (Patching) staff, across rotating shifts.

• Own the monitoring and alerting strategy for network devices, servers, and critical infrastructure, ensuring appropriate coverage and alert tuning to reduce noise and false positives.

• Manage the incident escalation process end-to-end, ensuring timely triage, correct routing to Tower B (Network), Tower D (Data Center & Cloud), or other resolver teams, and clear communication to stakeholders.

• Develop, maintain, and enforce NOC standard operating procedures (SOPs), runbooks, and escalation matrices.

• Monitor and report on NOC performance metrics and KPIs (mean time to detect, mean time to escalate, SLA compliance) to the Infrastructure Manager and client stakeholders.

• Coordinate shift scheduling and staffing levels to ensure continuous 24x7 coverage, including holidays and after-hours events.

• Act as the senior escalation point for major incidents during NOC shifts, driving timely resolution and stakeholder communication.

• Partner with Tower A (ITSM & Governance) to ensure incident, problem, and change management processes are followed consistently within the NOC.

• Coach, mentor, and develop NOC Analysts, including onboarding and ongoing technical training on monitoring tools and client-specific environments.

• Support continuous improvement initiatives, including automation of routine monitoring and alerting tasks.

• Maintain accurate documentation of the client network and server estate topology as it evolves.

• Coordinate with third-party vendors and carriers as needed during outages or planned maintenance windows.

Skills and Experience

Required Qualifications

• Bachelor's degree in Information Technology, Computer Science, or a related field, or equivalent professional experience.

• 4+ years of experience in a Network Operations Center or IT operations environment, including at least 2 years in a lead or supervisory capacity.

• Demonstrated experience managing 24x7 shift-based teams and schedules.

• Strong working knowledge of ITIL practices, particularly incident, problem, and change management.

• Experience with network and server monitoring platforms (e.g., SolarWinds, Nagios, Zabbix, PRTG, or similar).

• Solid understanding of enterprise network fundamentals (routing, switching, firewalls) and server/OS basics (Windows Server, Linux).

• Strong verbal and written communication skills in English; ability to communicate clearly with technical and non-technical stakeholders.

• Proven ability to remain calm and organized during high-pressure, major-incident situations.

Preferred Qualifications

• ITIL Foundation certification.

• Experience supporting managed services or outsourced IT operations for enterprise clients.

• Experience operating in a multi-country or multi-region support model (e.g., LATAM, North America).

• Familiarity with ServiceNow or a comparable ITSM platform.

• Bilingual English/Spanish or English/Portuguese a plus, given the engagement's footprint across the US, Canada, Brazil, Peru, and Paraguay.

Technical Skills & Tools

• Network and infrastructure monitoring tools (SolarWinds, Nagios, Zabbix, PRTG, or similar).

• ITSM/ticketing platforms (ServiceNow or equivalent).

• Basic scripting or automation exposure for alert tuning and reporting (PowerShell, Python, or similar) is a plus.

• Working knowledge of network protocols (TCP/IP, SNMP, ICMP) and common escalation/diagnostic tools.