What success looks like in this role:
The Level 3 NOC Lead provides technical leadership , operational oversight, and escalation management within a 24×7 Network Operations Center. This role ensures the reliability of Windows, Linux/Unix, and supporting infrastructure across multiple locations. The Level 3 Lead mentors Level 2 and Level 1 staff, drives process improvement, oversees incident response, and ensures compliance with operational and security requirements.
This position also supports specialized environments such as the Cyber Vault / Cyber Backup environment , per program requirements.
Core Responsibilities:
Technical Leadership & Escalation Management
- Serves as the highest on-shift escalation point for complex Windows, Linux/Unix, and cross-platform issues.
- Provides expert-level troubleshooting and root cause analysis, building on Level 2 responsibilities such as:
- Diagnoses and resolves complex issues across host environments and connectivity layers.
- Coordinates with network-focused NOC personnel while maintaining credential separation.
Operational Oversight
- Oversees daily NOC operations, ensuring consistent monitoring, proactive response, and system health checks.
- Validates that Level 2 staff perform required activities such as:
- Performs daily monitoring and initiates proactive measures to ensure system functionality and load balance.
- Ensures 24×7 coverage, shift handoff quality, and operational continuity.
Incident & Problem Management
- Owns major incidents from detection through resolution.
- Leads post-incident reviews and drives long-term remediation.
- Ensure Level 2 staff complete incident remediation tasks such as:
- Owns Level 2 tickets through resolution, including root cause identification.
Documentation, Compliance & Process Improvement
- Oversee creation and maintenance of runbooks, SOPs, and configuration documentation.
- Ensures licensing, configuration, and compliance records remain accurate, building on Level 2 duties such as:
- Updates system records, ensures licensing compliance, and maintains accurate configuration data.
- Identifies operational gaps and implement improvements across tools, processes, and workflows.
Team Leadership & Knowledge Transfer
- Provides daily guidance, coaching, and technical mentorship to Level 2 and Level 1 staff.
- Conducts training sessions, validates readiness, and ensures consistent execution of procedures.
- Reviews and approves runbooks and how-to guides created by Level 2 staff.
Cyber Vault / Cyber Backup Support
- Ensure NOC readiness to support the Cyber Vault and Cyber Backup environments.
- Coordinat