Key Responsibilities
Team Leadership & Development
Directly manage NOC Analysts, providing regular coaching, feedback, and performance guidance. Schedule resources to efficiently meet the demands of the day in a follow-the-sun shift structure.
Foster a culture of accountability, continuous improvement, and psychological safety within the team.
Support career development planning for team members, including skills growth and role progression pathways (e.g., NOC-to-IM career tracks).
Identify training gaps and drive cross-training initiatives to increase team versatility and resilience.
Provide scheduled reporting as well as real time feedback as needed for any performance related concerns of staff to HealthEdge REO leadership.
Alert Response & NOC Oversight
Ensure NOC Analysts respond to monitoring alerts within defined SLA thresholds and escalate appropriately.
Champion runbook adherence — ensuring documented procedures are followed accurately and consistently, and that deviations are flagged and reviewed.
Monitor alert volume trends and response quality, using metrics to identify systemic issues or coaching opportunities.
Partner with Engineering and Platform teams to reduce alert noise, close coverage gaps, and continuously improve alert fidelity.
Support Incident Managers during SEV1 and SEV2 incidents, and guide NOC resources to assist with on-call engagement, incident scribing and other duties as required.
Documentation & Knowledge Management
Drive a culture of documentation — ensuring runbooks, playbooks, escalation paths, and operational procedures are created, reviewed, and kept current.
Identify knowledge gaps surfaced through incidents or training and assign ownership for resolution.
Maintain a structured knowledge base that is accessible, accurate, and usable by both NOC Analysts and Incident Managers.
Ensure that lessons learned from incidents and near-misses are captured and translated into updated procedures or training materials.
Operational Performance & Reporting
Track and report on key operational metrics including MTTA, MTTR, alert volume, incident frequency, runbook compliance, and SLA performance.
Provide regular operational summaries to leadership, highlighting trends, risks, and improvement initiatives.
Participate in and contribute to ITSM maturity improvement efforts, including process standardization, tooling optimization, and cross-functional alignment.
Support Problem Management efforts by ensuring patterns identified from recurring incidents are escalated and tracked to resolution.
Qualifications
Required
5+ years of experience in IT Operations, NOC, or Incident Management, with at least 2 years in a supervisory or team lead capacity.
Demonstrated experience managing or supporting 24x7 operational environments.
Strong understanding of incident response practices, escalation frameworks, and ITSM principles (ITIL Foundation or equivalent experience).
Proven ability to communicate clearly and calmly with both technical teams and non-technical leadership during high-pressure situations.
Experience with monitoring/alerting platforms (e.g., PagerDuty, Datadog, Splunk, or similar) and ITSM tooling (e.g., ServiceNow, Jira).
Strong documentation skills — ability to write and maintain runbooks, procedures, and executive summaries.
Preferred
ITIL v4 Foundation certification or higher.
Experience in a SaaS or healthcare technology environment.
Familiarity with cloud infrastructure concepts (Azure, AWS, or GCP).
Experience supporting or building cross-functional operational teams following an organizational merger or acquisition.
Competencies
Competency
Description
Composure Under Pressure
Remains steady and decisive during high-severity incidents; models calm clarity for the team.
Team Enablement
Prioritizes removing friction for the team; invests in their growth and success.
Operational Rigor
Holds high standards for process adherence, documentation quality, and follow-through.
Communication
Translates technical situations into clear leadership-facing narratives without delay.
Continuous Improvement
Actively surfaces and acts on patterns — turning incidents into better processes.
HealthEdge is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
