NOC Operator 2

Group 1001 is a consumer-centric, technology-driven family of insurance companies on a mission to deliver outstanding value and operational performance by combining financial strength and stability with deep insurance expertise and a can-do culture. Group1001’s culture emphasizes the importance of collaboration, communication, core business focus, risk management, and striving for outcomes. This goal extends to how we hire and onboard our most valuable assets – our employees.

Why This Role Matters:

The NOC (Network Operations Center) Operator 2 role is the final escalation point within the NOC for all service-impacting incidents and is responsible for driving these issues to full resolution. This role encompasses advanced troubleshooting, executing remediation actions as defined by NOC Method & Procedures, and managing the incident resolution process end-to-end. The NOC Operator 2 will establish and lead conference bridges with relevant stakeholders, escalate incidents to leadership at predefined SLA intervals, and issue mass communications to inform impacted stakeholder groups across the organization when necessary, according to NOC process. When not engaged in escalated incident management duties, the NOC Operator 2 is also responsible for performing all functions of the NOC Analyst roles, including monitoring, triaging, and initial ticketing of service-impacting events. An effective NOC Operator 2 will demonstrate the technical expertise, communication skills, and leadership necessary to ensure the timely resolution of critical incidents while also maintaining operational effectiveness in all NOC duties.

The NOC Operator 2 role expands on NOC Operator 1 duties, with added responsibility as the Team Lead for the Operator group. This role leads the Operator team in managing escalated issues, providing guidance during high-severity incidents to maintain NOC operational integrity.

The NOC Operator role is expected to exhibit a high level of proficiency in IT network, systems, and application infrastructure monitoring, troubleshooting, and incident management. This role requires in-depth knowledge of NOC processes and the ability to execute them effectively under pressure. The NOC Operator will take ownership of escalated incidents, coordinating resolution efforts from initial escalation to final resolution while maintaining clear and consistent communication with all stakeholders. Additionally, the NOC Operator will fulfill all duties of the NOC Analyst, including responding to alarms, triaging incidents, and escalating issues when necessary. The ability to manage conference bridges, escalate issues to leadership, and disseminate mass communications during high-severity incidents is essential. The NOC Operator will also contribute to post-incident analysis and continuous improvement of NOC procedures.

This Hybrid role begins with 30 days of on-site training, Monday to Friday, 8am - 5 pm ET in Zionsville, IN. After training, the position shifts to a Hybrid schedule with three in-office days and two remote days per week. The in-office days will be Tuesday through Thursday each week and are required to support critical business monitoring services that have been setup in the NOC room specifically. The weekly schedule includes one weekend day and four weekdays. During important company events or major team meetings that involve other employees travelling to the office from out of town, this role occasionally requires Monday or Friday to also be worked in the office, not to exceed two weeks per month.

Available Schedules:

• 1 x 1st Shift  (8am-5pm, 1 Hour Lunch, Tues-Thu In-Office @Zionsville – Other Days Remote)
• 1 x 2nd Shift  (3pm-12am, 1 Hour Lunch, Tues-Thu In-Office @Zionsville – Other Days Remote)
• 1 x 3rd Shift (12am-9am, 1 Hour Lunch, Remote – Geographic Locale to Waltham, MA Preferred)

Mandatory On-Site Requirement:

• On-site presence is a mandatory requirement each week from Tuesday through Thursday to support the critical business monitoring services built specifically within the NOC room of the Zionsville, IN office
• NOC is an interactive technical forum, wherein which colleagues must be able to walk up to and inquire with NOC staff about suspected outages, to perform troubleshooting, or to see the overall health of the organization. For these reasons, remote work is not viable for any in-office portions of the schedule
• During important company events or major team meetings that involve other employees travelling to the office from out of town, this role occasionally requires Monday or Friday to also be worked in the office, not to exceed two weeks per month

How You'll Contribute:

• Monitor IT network, systems, and application infrastructure services for any service-impacting events
• Respond to alarms and notifications from monitoring tools within established SLA guidelines
• Triage, ticket, and escalate issues to the NOC Operator role within 15 minutes of detection or report
• Serve as the initial point of contact for service-impacting incidents through various intake methods, including phone, email, in-person, and instant messaging
• Correlate telemetry data from monitoring tools to identify potential service disruptions
• Document incident details and actions taken in ticketing systems with clear and concise communication
• Follow Method & Procedure documentation to ensure consistent and accurate incident management processes
• Collaborate with NOC Operators and other IT teams to resolve or escalate incidents as needed
• Participate in post-incident reviews to improve response processes and update Method & Procedure documentation
• Maintain awareness of current infrastructure status and known issues to provide accurate incident context

What We're Looking For:

• Associate’s degree from an accredited college or university in a related technical discipline, or the equivalent combination of education, technical certifications or training, or work experience
• Familiarity with IT network, systems, and application infrastructure monitoring in an SLA-driven environment
• Experience with IT telemetry monitoring tools and the ability to quickly learn new tools as needed
• Strong communication skills, both written and verbal, for clear incident reporting and escalation
• Ability to rapidly assess and respond to service-impacting incidents under time-sensitive conditions
• Proven ability to work effectively in a team environment, particularly in high-pressure situations
• Basic understanding of incident management and escalation processes
• Detail-oriented with strong organizational skills to manage multiple incidents and tasks simultaneously
• High level of energy and the ability to maintain professionalism during incident management
• Ability to follow established processes and adapt to new procedures as they are developed
• Technical aptitude and willingness to learn new skills and technologies relevant to the NOC environment

Benefits Highlights:  

Employees who meet benefit eligibility guidelines and work 30 hours or more weekly, have the ability to enroll in Group 1001’s benefits package. Employees (and their families) are eligible to participate in the Company’s comprehensive health, dental, and vision insurance plan options.  Employees are also eligible for Basic and Supplemental Life Insurance, Short and Long-Term Disability. All employees (regardless of hours worked) have immediate access to the Company’s Employee Assistance Program and wellness programs—no enrollment is required.  Employees may also participate in the Company’s 401K plan, with matching contributions by the Company.

Group 1001, and its affiliated companies, is strongly committed to providing a supportive work environment where employee differences are valued. Diversity is an essential ingredient in making Group 1001 a welcoming place to work and is fundamental in building a high-performance team. Diversity embodies all the differences that make us unique individuals.  All employees share the responsibility for maintaining a workplace culture of dignity, respect, understanding and appreciation of individual and group differences.