Role Description The Senior NOC (3pm to 11pm) will be responsible for monitoring, responding to, and escalating incidents during their schedule. The Senior NOC will have exceptional communication and customer service skills as they will be the senior point of contact with both customers and Alkami during the start of an incident and will keep the customer informed of the status as the Incident moves towards a resolution. The Senior NOC (Night) will be responsible for overseeing and ensuring all activities during the night shift for Alkami’s 24x7 NOC & Command Center are completed inline with defined operating procedures. A critical component of the role is to provide Major Incident Management support to the NOC and be the key contact for Alkamists and Clients alike during any such Incident. With inherent responsibilities for alerting, monitoring and responding to Incidents, the Senior NOC will also be part of the team evaluating and developing new and existing tools to better support our key clients. - Responsible for overseeing and ensuring all activities during the night shift for Alkami’s 24x7 NOC & Command Center are completed inline with defined operating procedures. - Ensure the Major Incident Management (MIM) process for Critical (Sev 1) and High (Sev 2) priority Incidents are fully followed and details are validated and tickets updated accordingly. - Responsible for managing the out of hours escalation process, engaging on-call resources for Level 2/Level 3 support as needed. - Responsible for alerting, monitoring and responding to Incidents; the Senior NOC Analyst will also be part of the team evaluating and developing new and existing tools to better support our key clients. - Ensure full suite of validation testing is performed and documented following planned maintenance and platform releases. - Detail, and escalate as needed, any issues identified following release testing & validation - ensuring open items are handed off correctly to incoming day shift. - Validate hourly checks per process are completed as scheduled, proactively identify issues in system performance and determine any actionable next steps - either immediate to prevent service issues or preventative for standard review. - Validate communications to external parties and proactively assist in email, phone and Statuspage notifies when needed - Senior NOC Analyst will be the key contact for Alkamists and clients out of hours. - Ensure shift handover process is complete - noting all activities and issues that arose during work shift, handing over open items as needed. - Mentor and train the NOC at night on the MIM process, alerting, and hourly checks. - Manage Service Desk tickets such as maintenance page requests, whitelist requests, network consultations and DR tests as required. Qualifications - Typically requires a minimum of 5 years of related experience; or 3 years and an advanced degree. - Bachelor’s degree in Computer Science, Information Technology, or related field or equivalent work experience. Requirements - Shift Requirements: 3PM – 11PM Monday through Friday. - Work designated shift (including holidays where these fall into your shift pattern) as part of a NOC team. - Proven experience in a NOC or similar network operations role. - Ability to act as a mentor and escalation point for NOC. - Experience working as a Lead role in a Support or NOC environment preferred. - Strong problem solving skills. - Ability to effectively manage customers and their expectations. - Flexible, ability to adapt to change. - Communicate accurately, clearly, and effectively in writing, in person, and on the phone with customers and at all levels within the organization. - Ability to remain calm in trying situations. Benefits - Remote-first environment. - Unlimited paid time off. - 401(k) with employer match. - Awesome diverse and inclusive environment.