NOC Technician

This role is responsible for ensuring the stability, reliability, and performance of production systems through effective incident and event management. The position serves as a central coordination point during outages, managing incidents end-to-end, driving timely communication, and ensuring accurate documentation within ServiceNow.
The role includes proactive monitoring of systems and infrastructure, troubleshooting issues across hybrid environments, and coordinating with cross-functional teams and external partners to resolve incidents efficiently. Responsibilities also include supporting production operations, maintenance activities, and change/release processes with minimal disruption.
A strong focus is placed on operational excellence, continuous improvement, and automation to reduce manual effort and enhance efficiency. Success in this role requires clear communication, proactive ownership, sound judgment in escalation, and the ability to collaborate effectively across shifts in a 24/7 environment. The shift is on site Thursday - Monday 12AM-8:30AM EST. The pay rate ranges based on years of experience between $20-25/hour.

Incident & Event Management
• Monitor alerts and respond within defined SLAs (e.g., 5-minute response target)
• Assign initial priority, initiate bridge calls, and issue timely incident communications
• Act as the primary point of coordination during production incidents and outages
• Manage incidents and service requests through ServiceNow
• Ensure proper documentation, updates, and resolution of incidents and changes
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Monitoring & Operational Support
• Monitor health and performance of systems, applications, and networks
• Identify, troubleshoot, and escalate issues across multiple environments
• Perform active operational checks including data center walkthroughs and system validation
• Provide support for scheduled production activities
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Escalation & Cross-Team Coordination
• Engage and coordinate with internal engineering teams, cloud vendors, and internal/external partners
• Escalate issues appropriately using sound judgment and defined procedures
• Coordinate weekend maintenance activities and communicate impacts effectively
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Environment & Infrastructure Support
• Support physical infrastructure in data center environment
• Assist in maintaining production stability across hybrid (on-prem and cloud) platforms
• Participate in change and release activities, ensuring minimal disruption
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Continuous Improvement & Automation
• Identify opportunities to reduce manual effort (toil) through process improvement and automation
• Contribute to operational efficiency initiatives
• Leverage internal knowledge bases and documentation to enhance team capability
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Team Collaboration & Communication
• Provide clear, timely communication during incidents and operational events
• Collaborate across shifts to ensure seamless handoffs and issue continuity
• Maintain accurate documentation and knowledge sharing

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to HR@insightglobal.com.To learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy: https://insightglobal.com/workforce-privacy-policy/.

Core Expectations (Behavioral Competencies)
• Proactive Ownership: Takes initiative to identify and resolve issues without waiting for direction
• Continuous Learning: Actively develops knowledge through documentation, questions, and hands-on experience
• Dependability: Demonstrates punctuality, reliability, and accountability in a 24/7 environment
• Client Focus: Prioritizes service impact and customer experience in all actions
• Operational Excellence: Maintains discipline in following processes while improving them
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Requirements
• Bachelor’s degree in Computer Science or related field, or equivalent experience
• Experience in IT operations, SMC, or production support environments
• Familiarity with:
o Incident management tools (e.g., ServiceNow)
o Monitoring tools and alerting systems
o Linux and Windows environments
o Networking fundamentals
• Strong communication, troubleshooting, and decision-making skills

ServiceNow
Helpdesk background

Benefit packages for this role will start on the 1st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.