Network Operations Center (NOC) Shift Lead (1094) - Department of Technology

The 1094 Network Operations Center (NOC) Operations Shift Lead reports to the NOC Manager of the Customer Support Services Division at DT performing as a shift lead, supporting NOC functions and staff. The position contributes to and ensures DT protocols for incident, request, problem and change management, are followed. The position also ensures the operational integrity of the DT's network, platform, and application monitoring systems throughout the City and County San Francisco enterprise and data center locations. The 1094 NOC Operations Lead will perform these tasks using various network management tools, internal ticketing systems, reporting systems, monitoring consoles and staff. The 1094 NOC Operations Lead also serves as a point for communications between internal and external customers, engineering teams, management and others as needed during incident and change events which may affect City production platforms, applications and services. The 1094 NOC Operations Lead will ensure coverage for his assigned shift and work closely with the NOC Manager and other NOC Shift Leads to ensure a high level of service quality.
Essential duties include, but are not limited to, the following:
Perform and support Network and Application Systems monitoring for an extensive range of hardware platforms, operating systems, databases, applications, services and technologies.
Provide and facilitate Incident, Request, and Change Management protocols.
Develop and facilitate SLA/OLA and service metric reporting for the NOC and DT service areas monitored by NOC systems.
Facilitate Incident and Problem Management with NOC staff
Assist and facilitate basic troubleshooting of infrastructure and application service platforms
Perform Help Desk functions and facilitate tiered troubleshooting of infrastructure and application service platforms; escalate complex issues appropriately.
Facilitate real time communications for change and incident management through established DT communication channels
Provide a strong customer service focus; facilitate communications between technical teams and clients to ensure clarity and timely resolution.
Ensure shift coverage and facilitate off-hour support; coordinate staffing continuity as needed.
Assist the NOC Manager by providing input for staff performance reviews; mentor and guide NOC staff on procedures and tools.
Administer SolarWinds/ZABBIX (and related monitoring tooling), including configuration, alert threshold tuning, and integrations supporting NOC monitoring.
Work closely with the NOC Manager to develop and document protocols and procedures
Develop and document NOC protocols, procedures, and runbooks; utilize and maintain MS SharePoint document portals and resources.
Provide and facilitate ITSM processes, including Incident, Request, Change, and Problem Management; lead real-time communications via established DT channels.
Education: Requires an associate degree in computer science or a closely related field from an accredited college or university OR its equivalent in terms of total course credits/units [i.e., at least sixty (60) semester or ninety (90) quarter credits/units with a minimum of twenty (20) semester or thirty (30) quarter credits/units in computer science or a closely-related field]. AND
Experience: Four (4) years of experience performing analysis, installation, technical support, and system administration in a network environment, three (3) of which must include Customer Support Management Experience and Systems Administrator Technical Lead Experience.
The above minimum qualifications reflect special conditions associated with the position(s) to be filled. They may differ from the standard minimum qualifications associated with this class code.
Substitution: Additional experience as described above may be substituted for the required degree on a year-for-year basis (up to a maximum of two (2) years). One (1) year is equivalent to thirty (30) semester units / forty-five (45) quarter units with a minimum of 10 semester / 15 quarter units in computer science or a closely related field.
Completion of a one (1) year State (DAS) Information Technology apprenticeship program equivalent to the City and County of San Francisco's 1090 IT Operations Support Training Program may substitute for the required education.
Desirable Qualifications: .
Bachelor’s degree in Computer Science, Information Systems, or a closely related field; or an equivalent combination of education and experience.
Experience in a Network Operations Center (NOC) or large‑scale enterprise operations environment.
Customer service–oriented communicator able to translate technical information for both technical and non‑technical audiences; strong written and verbal communication skills.
Proficiency with SolarWinds (monitoring/alerting configuration, administration, and reporting).
Experience using Splunk for log search, monitoring, and analysis.
Working knowledge of Microsoft 365 (e.g., Outlook, Teams, SharePoint).
Experience with FreshMail or comparable email service platforms.
Experience with Active Directory (user, group, and basic administrative tasks).
Understanding of enterprise networking concepts (LAN/WAN, TCP/IP) and the OSI model.
IBM mainframe operations experience, including batch job scheduling/monitoring and tape management.
Verification: Applicants may be required to submit verification of qualifying education and experience at any point in the application and/or departmental selection process. Written verification (proof) of qualifying experience must verify that the applicant meets the minimum qualifications stated on the announcement. Written verification must be submitted on employer’s official letterhead, specifying name of employee, dates of employment, types of employment (part-time/full-time), job title(s), description of duties performed, and the verification must be signed by the employer. City employees will receive credit for the duties of the class to which they are appointed. Credit for experience obtained outside of the employee’s class will be allowed only if recorded in accordance with the provisions of the Civil Service Commission Rules. Experience claimed in self-employment must be supported by documents verifying income, earnings, business license and experience comparable to the minimum qualifications of the position. Copies of income tax papers or other documents listing occupations and total earnings must be submitted. If education verification is required, information on how to verify education requirements, including verifying foreign education credits or degree equivalency, can be found at http://sfdhr.org/index.aspx?page=456.
Note: Falsifying one’s education, training, or work experience or attempted deception on the application may result in disqualification for this and future job opportunities with the City and County of San Francisco.
Applicants must meet the minimum qualifications requirement by the final application deadline unless otherwise noted.

Employment type
Full-time

Work arrangement
No