• NOC Operations/PM

    Insight Global (San Jose, CA)


    Job Description

    Scope of Work

     

    The resource will be responsible for designing, documenting, and optimizing event management workflows, with a focus on improving alarm triage, incident handling, degraded service processes, and effective OSS utilization.

     

    2.1 OSS Workflow Design and Optimization

     

    Design and document event management workflows focused on alarm handling, incident response, and service restoration.

     

    Analyze current-state workflows, identify inefficiencies, and propose improvements.

     

    Translate technical capabilities from Engineering and OSS tools into usable, actionable processes for the NOC.

     

    2.2 Alarm and Alert Process Definition

     

    Define processes for alarm triage, escalation, and resolution.

     

    Establish auto-ticketing criteria based on alarm severity and service impact.

     

    Develop workflows for alarm correlation to reduce noise and improve event detection.

     

    2.3 Degraded Service Process Development

     

    Define and document workflows for detecting and responding to degraded service conditions.

     

    Develop procedures for escalation, communication, and resolution of degraded services.

     

    2.4 Documentation and Training

     

    Create and maintain comprehensive documentation for all event workflows.

     

    Develop training materials and deliver process training to NOC engineers.

     

    Ensure documentation stays current with ongoing engineering changes.

     

    2.5 Collaboration and Stakeholder Engagement

     

    Regularly engage with NOC, Engineering, and OSS stakeholders.

     

    Provide progress updates and surface key findings.

     

    Act as liaison between engineering and operations teams.

     

    2.6 AI/ML Integration Readiness

     

    Identify opportunities to integrate AI/ML for event correlation, alarm suppression, and incident prediction.

     

    Define business process workflows that are compatible with future AI/ML-powered automation (e.g., self-healing responses, intelligent alarm routing).

     

    Collaborate with data analytics and engineering teams to align workflows with telemetry and data models needed for AI/ML.

    Key Responsibilities

    Lead end-to-end event process workflow development.

     

    Document alarm triage/escalation processes.

     

    Define degraded service handling procedures.

     

    Provide knowledge transfer and process walkthroughs.

     

    Monitor and report on process KPIs and effectiveness.

     

    We are a company committed to creating inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity employer that believes everyone matters. Qualified candidates will receive consideration for employment opportunities without regard to race, religion, sex, age, marital status, national origin, sexual orientation, citizenship status, disability, 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 Human Resources Request Form (https://airtable.com/app21VjYyxLDIX0ez/shrOg4IQS1J6dRiMo) . The EEOC "Know Your Rights" Poster is available here (https://www.eeoc.gov/sites/default/files/2023-06/22-088\_EEOC\_KnowYourRights6.12ScreenRdr.pdf) .

     

    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/ .

     

    Skills and Requirements

     

    Required Skills and Qualifications

     

    Expertise in network operations and event/alarm management (Netcracker preferred, but open to others).

     

    Strong background in business process design and documentation.

     

    Understanding of OSS tools and alarm correlation logic.

     

    Ability to convert engineering requirements into operational procedures.

     

    Familiarity with ITIL processes and service management principles.

     

    Familiarity with AI/ML concepts as applied to network event correlation and predictive incident management.

     

    Experience partnering with data science or analytics teams to translate operational needs into AI/ML requirements.

     

    Proficiency in process mapping and visualization tools (e.g., Visio, Lucidchart).

     

    Strong communication and stakeholder management skills. NetCracker experience null

     

    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 employment opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment without regard to 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 oruniformed service member status, or any other status or characteristic protected by applicable laws, regulations, andordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request to [email protected].