About Arcade Our mission is to empower teams to become great storytellers. Our vision is to build dynamic visual experiences. More than 22,000 teams use Arcade to tell better, more engaging product stories, and we need your help spreading the word! Culturally, we are a team of ex-Atlassians, AngelList, and Shopify teammates. We believe in building beautiful, easy-to-use products that meaningfully improve how software companies showcase their product at every stage of a customer journey. Join our Talent Network! If your interested in working at Arcade, please join our Talent Network and we'll keep you updated when we open new opportunities for you to join us in our journey to empower the Product Led Growth Economy! We are always seeking out talented, passionate, product-minded engineers and designers. Please note this is not a formal application for a current job opening, but rather an expression of interest in joining Arcade where you can submit your resume for us to keep on file for when the right role opens up for you. Benefits Competitive salary and meaningful equity. Unlimited PTO and sick days. 401k, and top tier Health, Dental and Vision insurance. Monthly remote work stipend. Meeting light culture. Biannual company retreats (we just went to Mexico City!) Latest productivity software such as Notion, Linear, and Superhuman. A team that values diversity and inclusion. Our values ❤️ Be a coach: We want the best for our customers and ourselves. We coach people to help them achieve their best potential. An “Arcader” is both a teammate and a customer. There is a reason that the same word describes both. Carry the weight: We act like owners. Let’s empower each other. When we see something that needs change, we lead through it. An open book: We are open as a team and as a product. We don’t put walls up unless it’s necessary. We become better when we share information. We are open to diversity of opinion, backgrounds, and thought. Play as a team: We play because we’re a creator tool. Life is short. Let’s build something meaningful. We play as a team because great teams build great things together. We keep those standards high. Be kind: We can be honest and kind. We can have high standards and be kind. We can say no and be kind. Kindness can vary across cultures, upbringings, and languages - but we try our best to be kind.

• Lead and supervise enterprise Voice, Data, and Video teams • Provide technical and operational leadership for complex, large-scale network integration and testing • Oversee network design, implementation, and day-to-day operations • Manage Network Operations Center (NOC) activities and performance metrics • Review technical deliverables for quality, compliance, and alignment with design standards • Ensure progress against established milestones, schedules, and service level agreements • Coordinate with stakeholders on network requirements, changes, and enhancements • Drive continuous improvement initiatives across network operations • Manage escalations and resolve complex, high-impact network issues • Develop and implement network operations strategies, standards, and best practices

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.

• Analyze data, workloads, and processes to enhance operations efficiencies in support of LTSS & HCBS providers • Identify trends and solutions to operational support and ensure provider adherence to regulatory and contractual requirements • Perform quality assurance reviews to ensure that provider information is loaded correctly, and contracting terms are accurately operationalized • Improve Electronic Visit Verification compliance rates for provider network • Manage online communications and optimize service delivery and provider experience