Job Summary
The NOC Lead is responsible for leading Auxis' shared 24x7 Network Operations Center supporting the Mosaic Infrastructure Managed Services engagement, a multi-country environment covering roughly 60 sites across the United States, Canada, Brazil, Peru, and Paraguay. This role owns day-to-day NOC operations, staffing and shift scheduling, monitoring and alerting standards, and the escalation process for network and server events. The NOC Lead acts as the senior point of contact for the NOC team, ensuring incidents are triaged and escalated correctly, service level agreements are met, and the team is well trained on tools, processes, and the client environment.
Responsibilities
• Lead and manage the 24x7 NOC team, including NOC Analysts and NOC Analyst Sr. (Patching) staff, across rotating shifts.
• Own the monitoring and alerting strategy for network devices, servers, and critical infrastructure, ensuring appropriate coverage and alert tuning to reduce noise and false positives.
• Manage the incident escalation process end-to-end, ensuring timely triage,



correct routing to Tower B (Network), Tower D (Data Center & Cloud), or other resolver teams, and clear communication to stakeholders.
• Develop, maintain, and enforce NOC standard operating procedures (SOPs), runbooks, and escalation matrices.
• Monitor and report on NOC performance metrics and KPIs (mean time to detect, mean time to escalate, SLA compliance) to the Infrastructure Manager and client stakeholders.
• Coordinate shift scheduling and staffing levels to ensure continuous 24x7 coverage, including holidays and after-hours events.
• Act as the senior escalation point for major incidents during NOC shifts, driving timely resolution and stakeholder communication.
• Partner with Tower A (ITSM & Governance) to ensure incident, problem, and change management processes are followed consistently within the NOC.
• Coach, mentor, and develop NOC Analysts, including onboarding and ongoing technical traini

📌 NOC Lead (Bogotá)
🏢 Auxis
📍 Bogotá