NOC Team Lead

As the Team Lead for Satellite NOC Operations, you will serve as the technical leader and primary escalation point for SageNet's satellite and VSAT services, helping ensure the reliability and performance of mission critical customer networks. In this role, you'll provide technical guidance, lead complex incident response efforts, and partner with engineering, teleport operations, and customer facing teams to deliver exceptional service.

While this position does not have direct reports, you will play a key role in mentoring teammates, improving operational processes, and driving technical excellence across the Satellite Network Operations Center.

- Serve as the primary escalation point for complex satellite and VSAT incidents, ensuring thorough troubleshooting and timely resolution.

- Provide advanced technical guidance on satellite specific issues including RF degradation, modem configuration, hub infrastructure, teleport coordination, and WAN integration challenges.

- Monitor case queues, ticket aging, and SLA adherence to ensure service level commitments are consistently met.

- Insert into high impact incidents as needed to accelerate resolution and remove roadblocks.

- Lead major incident bridge calls, provide impact assessments, and communicate resolution progress to internal stakeholders and enterprise customers.

- Partner with Satellite Engineering and teleport teams to address recurring issues, identify root cause trends, and implement preventive solutions.

- Analyze satellite network performance metrics such as Eb No, signal quality, latency, and utilization to identify systemic issues and recommend corrective action.

- Represent the Satellite NOC on customer calls, providing technical explanations, status updates, and post incident summaries.

- Support workload balancing, shift coordination, and day to day operational execution to ensure efficient NOC performance and customer responsiveness.

- Mentor and coach Tier 1 and Tier 2 associates, reinforcing troubleshooting standards, documentation quality, and customer communication expectations.

- Contribute to the development and maintenance of satellite specific runbooks, knowledge base articles, and process documentation.

- Participate in on call rotations and provide after-hour leadership support as required in a 24 by 7 environment.

You are a technically driven leader who thrives in fast paced, mission critical environments where solving complex problems makes a real impact. You enjoy mentoring others, collaborating across teams, and taking ownership during high priority incidents. Whether you're troubleshooting a satellite network issue, guiding teammates through a complex escalation, or partnering with customers to restore service, you bring confidence, sound judgment, and a commitment to operational excellence.

If you're passionate about delivering reliable connectivity and helping others succeed, we'd love to have you on our team.

- Associate's or Bachelor's degree in Information Technology, Networking, Telecommunications, Computer Science, or a related field, or equivalent professional experience.

- 3 to 5 years of experience in a Network Operations Center supporting satellite, VSAT, or complex WAN environments.

- Strong knowledge of satellite communications, including RF fundamentals, link performance analysis, and hub-based network architecture.

- Experience troubleshooting satellite modems, routers, firewalls, and carrier connectivity.

- Proven ability to troubleshoot complex technical issues in a fast paced, mission critical environment.

- Strong verbal and written communication skills with the ability to communicate technical concepts to both technical and nontechnical audiences.

- Demonstrated ability to mentor teammates and provide technical guidance.

- Experience using network monitoring, ticketing, and incident management platforms.

- Ability to prioritize multiple critical issues simultaneously.

- Previous experience serving as a technical escalation point or informal team lead.

- Working knowledge of ITIL, incident management, change management, or service management best practices.

- Experience working directly with enterprise customers during major incidents.

You will work within SageNet's Satellite Business Unit in a fast paced, mission critical Network Operations Center that provides around the clock monitoring and support for enterprise satellite and VSAT networks across multiple industries. Success in this role requires collaboration, adaptability, and the ability to respond effectively during high-priority service events.

- 24 by 7 operational environment requiring occasional nights, weekends, holidays, and on call support.

- Corporate business office located within a secured Network Operations Center.

- Fast paced environment requiring timely response to service impacting incidents.

- Ability to sit for extended periods while monitoring systems and responding to incidents.

- Frequent use of hands and fingers for typing and operating multiple computer systems.

- Visual acuity required to analyze monitoring dashboards, RF metrics, logs, and technical documentation.

- Ability to communicate effectively by phone, video conference, and in person.

- Ability to remain focused and make sound decisions during high pressure service events.

This job description is intended to provide a general overview of the position. It is not an exhaustive list of all responsibilities, duties, and skills required. SageNet reserves the right to modify this job description at any time, with or without notice.

Employment with SageNet is at-will, meaning that either the employee or the company may terminate the employment relationship at any time, with or without cause or notice. SageNet will provide reasonable accommodations for qualified individuals with disabilities.