Role Description The NOC Shift Supervisor oversees a shift of Network Operations Center personnel responsible for monitoring and supporting enterprise networks and services. The role directs real‑time incident detection, triage, and escalation to maintain infrastructure availability and performance across production, development, and test environments. The NOC Shift Supervisor coordinates shift staffing, task assignments, and handoffs to ensure 24x7 coverage, documents events thoroughly, and drives continuous improvement in NOC processes, tools, and reporting. Key Responsibilities - Lead an assigned NOC shift, reinforcing standardized procedures for monitoring, incident handling, and escalation to maintain high service availability. - Supervise NOC analysts during the shift, including staffing, task assignment, oversight of monitoring activities, and quality of documentation. - Coordinate real‑time incident detection, triage, and escalation for network and infrastructure events, establishing and managing bridge calls focused on rapid service restoration. - Collaborate with service desk, security, engineering, and operations teams to resolve complex issues and communicate timely status updates to stakeholders. - Maintain clear and accurate documentation of incidents, changes, and shift activities, including comprehensive handoff notes for subsequent shifts and updates to runbooks and dashboards. - Track and report operational metrics on incident volume, response and resolution performance, and SLA outcomes, using trends to refine incident‑management processes. - Contribute to post‑incident reviews, knowledge‑base updates, and development of troubleshooting guides and standard operating procedures to prevent recurrence of major incidents. - Support continuous improvement of NOC tooling, monitoring coverage, and workflows to enhance fault detection, performance visibility, and incident response. Qualifications - Bachelor’s degree in Information Technology, Business Administration, Management, or a related field, or equivalent relevant work experience. - 4–7 years of experience in service delivery management, network operations, NOC, or similar IT operations roles with demonstrated leadership responsibilities. - Strong understanding of service‑delivery and incident‑management principles, including root‑cause analysis, corrective actions, and use of IT service‑management tools (such as ITIL‑aligned platforms and ticketing systems). - Demonstrated problem‑solving, analytical, communication, and interpersonal skills with the ability to manage multiple incidents and tasks effectively in a 24x7 operations environment. - Proven leadership, attention to detail, and organizational skills, with the ability to work both independently and as part of a team and to facilitate meetings and bridge calls. - Proficiency in developing and maintaining operational documentation and an understanding of data‑security and operational best practices. - Ability to obtain and maintain a Public Trust investigation and U.S. citizenship as required for this remote federal IT position. Preferred Qualifications - Background supporting enterprise or carrier‑grade network infrastructures and large‑scale monitoring environments. - Certifications in service management or networking disciplines such as ITIL Foundation or vendor networking certifications. - Experience with fault and performance monitoring and reporting tools and with Manager‑of‑Managers (MoM) style monitoring platforms. - Experience contributing to SLA and KPI reporting for executive or CIO‑level reviews. Compensation Ranges Compensation ranges for ASM Research positions vary depending on multiple factors; including but not limited to, location, skill set, level of education, certifications, client requirements, contract-specific affordability, government clearance and investigation level, and years of experience. The compensation displayed for this role is a general guideline based on these factors and is unique to each role. Monetary compensation is one component of ASM's overall compensation and benefits package for employees. EEO Requirements It is the policy of ASM that an individual's race, color, religion, sex, disability, age, sexual orientation or national origin are not and will not be considered in any personnel or management decisions. We affirm our commitment to these fundamental policies. All recruiting, hiring, training, and promoting for all job classifications is done without regard to race, color, religion, sex, disability, or age. All decisions on employment are made to abide by the principle of equal employment. Physical Requirements The physical requirements described in "Knowledge, Skills and Abilities" above are representative of those which must be met by an employee to successfully perform the primary functions of this job. Reasonable accommodations may be made to enable individuals with qualifying disabilities, who are otherwise qualified, to perform the primary functions. Disclaimer The preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job.

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• Ensure proper incident management from the initial customer call. • Monitor customer’s networks and ensure alarms are processed according to priority, customers of procedures, and SLA. • Conduct basic health status checks of customer networks to determine how the networks are performing, such as bandwidth, utilization, uptime; proactive recommendations for continuous improvements to customer networks environment. • Document customer network issues, communications, status, and next step action plan in the ServiceNow ticketing system. • Follow standard NOC processes and procedures including escalation processes, notification processes, ticket documentation, and customer issue resolution processes. • Update service requests to ensure that service level agreements are met. • Follow-up with customer regarding outstanding issues, and ensure relating incidents are up to date. • Gather necessary information to understand current network issues, work to diagnose, drive issues to resolution and identify root cause of problems; escalate to Network Engineers if unable to resolve.