NOC Lead

**NOC Lead** **BUSINESS UNIT:** BeyondReach **FUNCTION:** NOC **REPORTS TO**: Director of Service Delivery **CLASSIFICATION:** Exempt **LOCATION:** Cedar Rapids, Iowa **EDUCATION:** 2 years higher education or industry standard certifications **EXPERIENCE:** 3\-5 years preferred, including prior lead or mentorship experience **Who We Are Looking For?** BeyondReach, a CCR company provides connectivity solutions and infrastructure to any location, no matter how remote or complex, specializing in the hard\-to\-reach locations. As the NOC Lead, you will serve as the senior technical and operational anchor of the Network Operations Center, owning core network health while acting as an additional escalation point for the NOC team. You will translate complex technical issues for both technical and non\-technical audiences, mentor NOC support staff in their daily work, and partner closely with the Director of Service Delivery to drive the team's priorities, SLA performance, and continuous improvement. **What You’ll Accomplish and Experience** **NOC Operations \& Escalation Management** * Perform systems administration, maintenance, and support of core network infrastructure * Diagnose and troubleshoot equipment, hardware, network, and software related issues in a timely manner * Maintain ownership and follow through on all customer issues until they are fully resolved * Coordinate and monitor NOC activities with local field operations and vendor/supplier representatives to diagnose and fix faults across the entire network * Act as a liaison with customer representatives for escalations, and support local field operations with maintenance activities **Team Leadership \& Mentorship** * Support and mentor the NOC support team in daily operations by effectively communicating expectations and driving accountability * Act as a lead to guide training and development activities for the NOC team * Partner closely with the Director of Service Delivery on areas of focus for the team * Manage performance to achieve expected results, and exemplify and promote BeyondReach values **Process, Reporting \& Continuous Improvement** * Drive maintenance and improvements of standard operating procedures (SOPs) * Monitor and report on SLA performance status and any incident trends * Identify opportunities for process improvements and automation to enhance the NOC * Track day\-to\-day incident management of issues through the trouble ticket system * Maintain familiarity with all products and services offered, and build relationships across functional teams to serve as a technical resource for the entire team * Develop and maintain strong relationships with customers by making their needs a primary focus * Generate creative solutions and approaches to issues and organizational processes **Administrative \& On\-Call Responsibilities** * Respond to telephone calls, emails, and tickets with professionalism and courtesy within established response guidelin