NOC Operations & Enablement Lead

As a NOC Operations & Enablement Engineer, you will report to the NOC Lead and work closely with Program Leadership to operationalize our “single pane of glass” philosophy — where every alert that reaches an operator is signal, every action is backed by a runbook, and every P1/P2 incident has a commander.

We don’t need someone who just watches dashboards. We need a relentless noise-hunter with strong operational fundamentals — someone who can triage a chaotic landscape of 12,000+ alerts down to what actually matters, write the procedures everyone else follows, and stay calm in command when the environment is on fire.

Responsibilities

Observability & Alert Engineering

• Operate and tune monitoring/alerting platforms (e.g., Splunk, Zabbix) and ITSM systems (e.g., ServiceNow) as your daily working environment.

• Triage at scale. Group alerts by source, frequency, and component to isolate the ~20% of monitors driving ~80% of volume, and drive consolidation.

• Define and validate severity. Pre-classify alerts, confirm severity assignments with EWS SMEs, and keep the framework consistent across the environment.

• Hunt blind spots. Cross-reference environment architecture against active alerts to find critical systems with no coverage, and specify the monitors needed.

• Engineer signal. Build correlation / parent-child rules, automated health updates, and status-page integrations that remove manual overhead.

NOC Operations & Runbook Discipline

• Execute runbooks precisely and consistently for actionable alerts, with full adherence to documented procedures.

• Author and maintain runbooks. Translate actionable alerts into step-by-step, validated L1 procedures and test them in a live-system context.

• Operate from one clean view. Help shape and then work from a redesigned, unambiguous single-pane-of-glass NOC dashboard.

• Own shift handoffs. Maintain clean shift logs and handover notes so coverage across Americas/APAC is seamless.

• Set the standard. Define documentation, naming, and quality standards that sustain severity and runbook coverage targets.

Incident Command & Escalation

• Respond first. Acknowledge P1/P2 alerts within target MTTA, classify correctly, and act or escalate per the matrix without hesitation.

• Command incidents. Run P1/P2 bridges as incident commander — coordinate responders, drive communications, and push resolution toward MTTR targets.

• Standardize coordination. Deploy standardized incident bridges and resolve external dialing friction for customers.

• Build the IR process. Define and continuously improve the escalation matrix — mapping severity tiers to response teams, SLAs, and communication channels.

• Close the loop. Run post-incident learning, capture root cause, and feed fixes back into monitors and runbooks.

Visibility, Automation & Continuous Improvement

• Stand up visibility. Deploy and maintain a centralized status page providing real-time environment health.

• Automate the manual. Replace error-prone manual status updates with automated health rules.

• Drive the metrics. Push measurable progress against the stabilization exit criteria — alert rationalization, severity/runbook coverage, blind-spot elimination, and MTTA/MTTR.

Qualifications

Must-Haves

• Operational Foundation: 5+ years of hands-on NOC, SRE, or IT operations experience in a 24/7 monitored environment.

• Monitoring & ITSM Fluency: working depth in at least one observability platform (Splunk, Zabbix, Datadog, Grafana, or equivalent) and one ITSM tool (ServiceNow or equivalent).

• Incident Composure: a demonstrated history of triaging and resolving incidents under pressure while following — and improving — documented procedures.

• Noise-Reduction Instinct: you don’t tolerate alert chaos. You instinctively consolidate, correlate, and rationalize until what’s left is actionable.

• Communication & Clarity: ability to write clear runbooks and incident updates, and to explain operational status to non-technical stakeholders in professional English (U.S.-facing engagement).

• Shift Flexibility: able to work coverage aligned to Americas night / APAC daytime.

Nice-to-Haves

• Scripting/automation skills for health checks, status pages, or alert tuning (Python, shell, or platform-native).

• Incident command experience on P1/P2 bridges; familiarity with ITIL incident management.

• Experience with status-page tooling and automated health reporting.

• Exposure to correlation / AIOps tooling for alert noise reduction.

• Relevant certifications (ITIL, platform-specific monitoring, or cloud).