This job listing expired on Aug 9, 2023
Tweet is seeking a self-driven NOC Lead who focuses on leading the team to provide high quality, urgent response times, and foster a healthy team culture.

Leading the front line, emotional intelligence is a must, as your mission will be to provide the best support to partner studios to provide the best player experience in the industry. You will be one of a handful of leaders guiding the centralized NOC support center, which operates 24/7. The team is integrated into several critical titles, products, and services across the company. Your time will be spent assisting and growing the team, owning projects to make the NOC a well-oiled machine, and interfacing with customers and partner teams to solve problems.

This is position you will be supporting a 24/7 environment. The NOC Lead will work the 1st or 2nd shift and will be required to support 3rd shift on an as-need basis.


  • Understanding of ITIL Framework for Operations / Service Desk responsibilities ranging from incident management, service request fulfillment, problem management, alert management and P1 management

  • Ability to write and hold the team accountable for processes such as Knowledge Base Articles (KBs) and Standard Operation Procedures (SOPs)

  • Ability to provide constructive, direct, and actionable feedback to the team based on work performance metrics

  • Capability to facilitate meetings whether they are 1x1s, team-wide, departmental, and/or with partners and customers outside of our team

  • Skills in coordinating resources in live operations by successfully prioritizing and delegating critical work in a fast-paced environment

  • Ability to execute in quality project work through critical thinking and implementation of sustainable solutions

  • Technical experience across various infrastructure types (physical, cloud-based) and their monitoring tools (New Relic, Splunk, etc.

  • Offers weekly rotational on-call availability for the team to assist with critical issues

  • A strength in time management best practices to ensure you are prioritizing the most critical work (timeboxing, Eisenhower method, planning, aiming for great and not perfect)


  • Minimum 3+ years NOC System Administration or Help Desk experience

  • Minimum 3+ years NOC Leadership or Operation Management experience

  • Minimum 2+ years of Project Management experience

  • Minimum 2+ years of tools and monitoring experience and ticketing systems

  • Minimum 2+ years of experience working with cloud hosting services (ex. AWS or Azure)

  • Experience with Jira and Jira Service Desk is preferred

  • Experience developing ways to monitor, measure, and report the NOC’s performance

  • Experience building and maintaining relationships with supporting partners and customers