NOC Team Lead

Summary/Objective

The
Team Lead, NOC/SOC
role is to support and implement documented NOC policies and procedures to support the Paymentus platform, monitor Paymentus' production systems and assure their high availability, as well as triage, investigate and remediate various production issues.

Essential Functions/ Responsibilities

• Lead and manage a team of NOC Analyst overseeing all North America IT services while providing coaching, advice and guidance.
• Handle all escalated issues by utilizing problem solving and communication skills.
• Conduct impactful weekly stand-up meetings with NOC team.
• Work in a 24/7/365 team environment with the flexibility to periodically cover non-business hour shifts.
• Understand network and routing principles, with ability to troubleshoot common issues that arise.
• Monitor multiple systems and tools simultaneously in support of a number of environments throughout the organization.
• Administration and troubleshooting capabilities within Windows and Linux Servers, with the expectation being to resolve basic production issues including IVR, Microservices, and scheduled jobs.
• Identify areas where additional monitoring coverage or tooling is needed, and create alarming to close identified gaps.
• Follow all Incident and Change Management practices through successful resolution of events.
• Create and manage all issues through ticketing system with clear and concise updates throughout each event.
• Document processes and procedures as required.
• Investigate and research improvements on existing workflows to improve efficiency.
• Train team members and other associates as required.

Education and Experience

• 3-4 years supporting Operation Center environments
• 2-3 years of experience with Windows and Linux administration
• 2-3 years of experience in standard ticketing systems (Jira, HelpDesk, Zendesk etc.)
• 3-4 years of experience directly supporting a large/diverse customer base
• Experience with configuration of monitoring tools (Nagios, Kibana Watchers, Grafana, Alert Manager/Prometheus)
• Working technical knowledge of current protocols, operating systems, and standards, including wired, VPN and Wi-Fi Networking
• Bachelor's Degree from an accredited University, or equivalent experience
• Industry certifications, ITIL a plus

Work Environment

This job operates in a professional office environment. This role routinely uses standard office equipment such as laptop computers, photocopiers and smartphones.

Physical Demands

This role requires sitting or standing at a computer workstation.

Position Type/Expected Hours of Work

This is a full-time position. Days and hours of work are Monday through Friday, 40 hours per week. The Senior NOC Analyst will be assigned a dedicated shift time, but must be available to work a flexible schedule based on business needs. Shifts times include: 6am-2pm, 10am-6pm, and 2pm-10pm. You will be required to be on a 7 day, rotating on-call schedule once per month.

Travel

No travel required for this role.

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

EEO Statement

Paymentus is an equal opportunity employer. We enthusiastically accept our responsibility to make employment decisions without regard to race, religious creed, color, age, sex, sexual orientation, national origin, ancestry, citizenship status, religion, marital status, disability, military service or veteran status, genetic information, medical condition including medical characteristics, or any other classification protected by applicable federal, state, and local laws and ordinances. Our management is dedicated to ensuring the fulfillment of this policy with respect to hiring, placement, promotion, transfer, demotion, layoff, termination, recruitment advertising, pay, and other forms of compensation, training, and general treatment during employment.

Reasonable Accommodation

Paymentus recognizes and supports its obligation to endeavor to accommodate job applicants and employees with known physical or mental disabilities who are able to perform the essential functions of the position, with or without reasonable accommodation. Paymentus will endeavor to provide reasonable accommodations to otherwise qualified job applicants and employees with known physical or mental disabilities, unless doing so would impose an undue hardship on the Company or pose a direct threat of substantial harm to the employee or others.

An applicant or employee who believes he or she needs a reasonable accommodation of a disability should discuss the need for possible accommodation with the Human Resources Department, or his or her direct supervisor.