BLUELOCK CAREERS

NOC Team Lead

Position Summary
Reporting to the Sr. Director of Service Delivery, the NOC Team Lead has responsibility for two distinct areas:
1)  Resolving client problems and managing their own caseload (40%).
2)  Serving as a leader for the daily SSO workload, finding opportunities to improve SSO processes or service delivery
improvements and handling the first level of escalated client issues. The incumbent is responsible for working with the team
to achieve overall client satisfaction by delivering a best-in-class service to our clients (60%).

Core Competencies
• Customer Oriented – Attentive and responsive to customer (internal and external) concerns.
• Communication – Provides clear and timely written and verbal updates (including technical details).
• Results Oriented – Identifies, confronts and overcomes barriers to successful completion of a task or
project; “puts first things first”.
• Problem Solver – Identifies patterns and can help develop solutions.
• Self-Aware – Aware of impact on others; aware of strengths and weaknesses.
• Collaborative – Encourages a participative process; has a “win-win” orientation.
• Adaptable – Capable of adapting to others and new situations; flexible; can handle multiple tasks.

Position Duties
Service Delivery
• Respond to client cases by researching, reading and applying critical thinking in attempts to resolve customer problems
• Apply various troubleshooting methods to track down complex technical problems
• Manage and update customer cases through NetSuite or call when appropriate
• Participate in the on-call rotation
• Perform tasks related to provisioning and maintaining a client virtual environment such as adding resources, assisting with
licenses, setting up backup jobs, etc.
• Create and update documentation/procedures for Client Services

Client Communication and Engagement

• Identify opportunities to enhance the overall client experience and ensure client satisfaction
• Conduct client meetings and serve as a point of escalation
• Provide written communications to clients on status of services and/or service disruptions
• Develop a client outreach program to solicit client feedback

Bluelock, LLC 5303 Lakeview Parkway South Dr, Indianapolis, IN 46268 888-402-2583 www.bluelock.com
 BLUELOCK CAREERS

Continuous Improvement
• Analyze, monitor and implement service improvements based on service trends
• Implement, monitor and improve processes with the client and our internal efficiencies
• Identify product and service offering opportunities and work with our Product Management team to recommend new
product offerings
• Determine, produce and monitor daily, weekly and monthly Client Service Reports

Lead Day-to-Day Activities

• Plan and prioritize teams daily activities
• Identify training opportunities for the Service Support and Operations Team
• Monitor daily ticket queue and manage assigned tickets to ensure quality of service
• Work with product cycle teams to roll out new functionality
• Ensure team is updating and following all standard operating procedures
• Assist the team in making sure problem tickets are escalated properly

Position Requirements
• Bachelor’s Degree preferred
• VMware experience a plus
• Knowledge of servers / networks / firewalls / storage
• 5-6 years of infrastructure support experience
• 4-5 years of help desk experience
• Prefer some experience in managing F5 Load Balancers and CheckPoint firewalls
• Demonstrated ability to communicate effectively with clients to assess and document needs and issues
• Demonstrated troubleshooting abilities
• Able to make judgments under ambiguous conditions
• Proven ability to prioritize work and escalate issues as needed
• Excellent verbal and written communication skills and the ability to interact professionally with clients, management team
and coworkers

The above statements are intended to describe the general nature of a level of work performed by people assigned to this classifi-
cation. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of employees so
classified. Management retains the discretion to add to or change the duties of the position at any time.

Found Your Next Career?

Does this position sound like a good fit? Let’s find out if you’ve got we’re
looking for. If you’re interested in applying for one of Indiana’s best
employment opportunities, please send your resume to jobs@bluelock.com.

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