Pillar 1  •  Network L1 Operations 

• Monitor the global enterprise network estate (LAN, WAN, SD-WAN, wireless, firewalls, load balancers, MPLS / Internet circuits, AWS / Azure cloud links) on a 24×7 basis through observability tooling and event-correlation platforms. 

• Triage network alerts within defined MTTA windows, perform first-touch diagnostics, execute runbook-driven recovery actions, and route unresolved events to Network L2 / L3 with complete diagnostic context. 

• Open, classify, and groom every network ticket with accurate priority, impact assessment, CI mapping, and customer / site identification — ensuring zero orphaned alerts and clean ticket trails for downstream RCA. 

• Coordinate carrier and ISP engagements for last-mile outages, MACDs, and circuit events — logging tickets with carriers, tracking ETRs, and chasing SLA-bound restoration. 

• Lead initial bridge management for network-impacting Severity-1 / Severity-2 events until L2 / Incident Management ownership is established, ensuring rapid stakeholder communication and tight situational awareness. 
  
  

Pillar 2  •  Telecom & Voice L1 Operations 

• Monitor contact center voice platforms (NICE CXone, Genesys Cloud / Engage, SBCs, SIP trunks, recording infrastructure) for availability, voice-quality degradation, recording gaps, and integration health. 

• Execute frontline triage on voice-quality events (MOS, jitter, packet loss, latency), call-drop spikes, IVR / ACD anomalies, login failures, and queue-stalled conditions; escalate confirmed issues with structured context. 

• Action standard requests — agent provisioning, skill assignments, queue / treatment toggles, recording flag changes — per change-controlled L1 work catalog and within defined SLAs. 

• Coordinate with WFM, Operations, and Client Services on voice-impacting events, providing real-time updates, business-impact translation, and recovery ETAs. 

• Engage carrier and OEM support (PSTN providers, NICE / Genesys vendor support) for L1-eligible incidents and track ticket progress to closure. 
  
  

Pillar 3  •  Systems Infrastructure L1 Operations 

• Monitor the global server estate (Windows / Linux, physical and virtual), hypervisor clusters, core services (AD, DNS, DHCP), storage, backup jobs, and patching status. 

• Execute runbook-driven first response — service restarts, queue clears, disk-space remediation, failed-job re-runs, backup-failure escalation, and password / account hygiene actions per defined L1 scope. 

• Govern alert hygiene on systems monitoring — suppress noise, validate thresholds with L2 / L3, and flag chronically noisy or false-positive alerts for engineering remediation. 

• Track patching and backup job health on a daily cadence, escalate misses and failures with structured ticketing, and own L1-side closure tracking against SLA. 

• Coordinate OEM and MSP engagement for hardware faults, vendor break-fix tickets, and on-site dispatches — managing ticket lifecycle, parts logistics, and engineer access. 
  
  

Cross-Cutting Responsibilities 

• NOC Shift Operations — Govern roster design, shift hand-overs, coverage continuity, leave / shrinkage planning, and follow-the-sun handshakes across geographies for unbroken 24×7×365 service. 

• Ticket Hygiene & SLA Governance — Own ITIL-aligned ticket discipline (priority, impact, category, CI, work-notes, customer comms) and operational SLAs on logging, response, and routing across all three towers. 

• Escalation Discipline — Maintain accurate, regularly tested escalation matrices to L2 / L3 / Incident Management / Vendor / Executive paths; drive right-first-time escalation routing and time-bound handoffs. 

• Knowledge & Runbook Management — Curate the L1 KB and runbook library; ensure every recurring alert is backed by a tested runbook and every new pattern feeds back into the KB within defined SLA. 

• Communication Discipline — Drive consistent, audience-appropriate updates during incidents — operations bridges, client comms, executive notifications — with clear ETRs and accountability. 

• Tooling & Automation — Partner with engineering and AIOps teams on alert consolidation, event correlation, auto-ticketing, and runbook automation to reduce manual toil and false-positive noise. 

• People Leadership — Lead Shift Leads / Team Leaders and a multi-shift L1 engineer population; own hiring, onboarding, certification roadmaps, coaching, performance, attrition control, and succession. 

• Process & Compliance — Operate within SOC 2, HIPAA, PCI-DSS, ISO 27001, and GDPR control frameworks; deliver audit evidence on access, change, ticket integrity, and shift logs. 

• Continuous Improvement — Run weekly trend reviews, identify top-N noisy alerts, drive eliminate-or-engineer outcomes with L2 / L3, and measurably reduce ticket volume and toil quarter-over-quarter. 
  
  

• Bachelor’s degree in Computer Science, Information Technology, Engineering, or a related discipline. 

• 10+ years of progressive experience in IT Operations / NOC environments, with at least 4 years leading multi-shift L1 teams in a 24×7 setting. 

• Demonstrated working knowledge across all three towers — Networking (LAN / WAN / SD-WAN, firewalls, routing / switching basics), Telecom (contact center voice platforms, SIP, SBCs, call-quality fundamentals), and Systems Infrastructure (Windows / Linux server estate, hypervisors, AD / DNS / DHCP). 

• Proven command of NOC operating mechanics — shift design, escalation discipline, ticket hygiene, runbook execution, and bridge coordination during Severity-1 events. 

• Strong fluency in ITIL v4 — Incident, Event, Request, and Change processes — with hands-on operation of ITSM platforms (ServiceNow, Remedy, or equivalent). 

• Active certifications spanning at least two of: ITIL v4 Foundation / Practitioner, Cisco CCNA, Microsoft MCSA / Azure / AWS Associate, NICE / Genesys L1 product training. 

• Demonstrated people-leadership experience managing Shift Leads / Team Leaders and 40+ FTE NOC teams in a regulated, customer-facing environment.