Network Operations Center Lead Engineer

Summary

Join Paytronix as a NOC Operations Lead Engineer and provide day-to-day leadership for Network Operations Center functions. Serve as a key point of contact during incidents and outages, guiding analysts and engineers. Maintain network uptime, optimize monitoring, and develop standard operating procedures. Collaborate with IT Operations, cloud engineers, software developers, and customer support. The ideal candidate has a technical background, strong communication skills, and experience in incident and problem management. This is a hybrid position requiring on-call availability.

Requirements

• 5+ years’ experience working in a corporate IT environment, a thorough understanding of service management, with at least 3 years demonstrable success in an Incident Management and / or Problem Management role
• Solid experience of the Incident, Problem, Change disciplines within ITIL
• Experience in handling large customer / business IT incidents
• Working in pressured IT environments where customer and commercial impact is high
• Experience supporting a 7x24x365 Software-as-a-Service computing platform
• Excellent communication skills including formal presentations

Responsibilities

• Establish new foundations for and reshaping existing NOC functions & ownership areas
• Establish automated standard operating procedures (SOPs), incident response plans, and escalation protocols for the NOC
• Lead development/implementation of tools and dashboards to provide increased visibility and observability
• Develop automated alerting and remediation processes to detect, diagnose, and respond to network and system issues without direct human intervention
• Implement predictive systems monitoring to proactively identify and resolve potential issues before they impact operations
• Partnering with IT Compliance teams to ensure all processes and procedures aligned with standard compliance frameworks, notably PCI and SOC
• Driving the Root Cause Analysis process post incident review process (PIR) and ensure ongoing visibility and ownership of actions is clear and managed
• Applying structured problem management approaches to our re-occurring, high severity incidents; champion the problem management lifecycle
• Managing NOC KPIs and producing regular monthly reporting in support of those operational KPIs

Preferred Qualifications

• A curious mindset with an aptitude to figure things out and get things done
• An eagerness to learn, apply and teach new skills along within a highly collaborative and communicative environment
• Project management skills
• ITIL Certifications
• Ability to work independently as well as within a team environment
• Familiarity with common security frameworks such as CIS, PCI, NIST, SOC
• The theory and practice of Agile, CI/CD and DevOps methodologies
• Infrastructure-as-code tools such as Terraform and CloudFormation
• Configuration management tools such as Ansible and Puppet
• Deployment tools and technologies including Jenkins, Github, Docker, Kubernetes
• Using the Bash, Powershell & Python scripting languages to automate and streamline application and infrastructure-as-code deployments
• System and application monitoring using tools such as DataDog, NewRelic & Solarwinds
• Infrastructure management within the Microsoft Azure and Amazon AWS cloud computing platforms including design, maintenance, performance, scalability and security

Benefits

• Paytronix allows employees to contribute to their 401k through Fidelity with an additional annual flat rate company contribution
• Paytronix offers medical and dental benefits through Blue Cross Blue Shield, and vision insurance through EyeMed
• Paytronix pays 75% of the premium for each of these benefits
• Paytronix offers plans to contribute to Health Savings Accounts (HSA), Health Reimbursement Arrangements (HRA), Healthcare and Dependent Care FSAs
• Employees that are expecting receive a generous Parental Leave offering
• Paytronix offers company-paid Short-term and Long-term Disability, and Life Insurances
• Accrued FTO (Flexible Time Off), off during public holidays, and “floating” holidays
• Paytronix offers an Employee Assistance Program, Tuition Reimbursement, and free LinkedIn Learning membership
• Pet insurance through Wishbone for your furry loved ones. This is at a discounted rate
• Protection from identity theft
• Legal coverage for matters including, but not limited to: home and real estate, estate planning, and elder care