Company Introduction

Availity is one of the leading health information networks in the United States, processing more than 4 billion transactions annually and connecting more than two million healthcare providers and over two thousand technology partners to health plans nationwide. Our teams of technology, business, and customer service professionals in Bangalore, India, are working together to transform healthcare delivery in the United States through innovation and collaboration. Our technologists help develop cutting-edge revenue cycle solutions that help hospitals, health systems, and physicians maximize payments and optimize their workflows.

Job Description

The NOC Team Lead is the on shift operational leader responsible for managing 24×7 NOC operations, acting as the primary escalation point and incident commander during high severity events. This role ensures rapid service restoration, minimal customer impact, and smooth coordination between NOC engineers, leadership, and global stakeholders.

Roles & Responsibilities

Must-Have Skills (Non-Negotiable):

Leadership & Operations

• 24×7 NOC Operations Leadership
• Major Incident Management (P1/P2)
• Incident Command / Bridge Call Management
• Escalation Management
• Shift Handover Governance
• Team Leadership & People Management
• SLA / MTTR / MTTA Management
• Stakeholder Communication during Critical Incidents
• Runbook & SOP Compliance

Cloud & Infrastructure

• AWS Operations (mandatory)
  • EC2
  • VPC
  • Route 53
  • Security Groups
  • Load Balancers
  • CloudWatch

• Basic Azure Operational Knowledge
• Linux Troubleshooting
• Windows Server Troubleshooting Knowledge
• Cloud Networking Fundamentals
  • DNS
  • Routing
  • Load Balancing
  • Firewalls/Security Controls

Monitoring & ITSM

• CloudWatch
• Splunk
• ServiceNow (or equivalent ITSM)
• Monitoring Operations
• Alert Triage and Prioritisation
• Incident Lifecycle Management

Soft Skills

• Calm under pressure
• Strong verbal communication
• Executive updates during outages
• Decision-making during incidents
• Cross-team coordination

Cloud & Platform

• Kubernetes (EKS)
• Container Health Monitoring
• Azure Monitor
• Log Analytics
• RDS
• Azure SQL

Automation

• PowerShell
• Bash
• Python
• Runbook Automation

Operational Excellence

• Alert Noise Reduction
• Monitoring Optimisation
• Dashboard Design
• RCA Facilitation
• Problem Management

Good-to-Have Skills

Advanced Tooling

• Grafana
• Prometheus
• New Relic
• AppDynamics
• Dynatrace
• Site24x7

Cloud & DevOps

• Terraform
• CI/CD Concepts
• Git
• Rundeck
• Infrastructure as Code

Security

• IAM Concepts
• Cloud Security Monitoring
• Security Incident Response
• Vulnerability Management

Industry Experience

• Healthcare Operations
• HIPAA Awareness
• SRE Practices
• Global Follow-the-Sun Support Models

Eligibility

Key Responsibilities:

• Serve as on‑shift Incident Commander for P1/P2 incidents.
• Lead advanced incident triage, stabilization, and service restoration.
• Coordinate Major Incident Management (MIM) activities.
• Oversee real‑time monitoring across cloud, network, server, database, and Kubernetes platforms.
• Ensure alerts meet SLAs and drive corrective actions for monitoring gaps or alert noise.
• Enforce adherence to SOPs, runbooks, escalation processes, and communication standards.
• Lead, mentor, and prioritize NOC engineers during assigned shifts.
• Own shift handovers, staffing coverage, and 24×7 roster management.

Technical Requirements:

• Strong hands‑on experience with AWS and Azure.
• Cloud networking expertise: VPC/VNet, routing, DNS, load balancers, security groups/NSGs.
• Advanced triage across Linux and Windows environments.
• Working knowledge of Kubernetes (EKS) and container health.
• Operational experience with cloud databases (AWS RDS, Azure SQL).
• Scripting skills in PowerShell, Bash, or Python.
• Experience validating safe changes and emergency remediation.

Monitoring & Tools:

• AWS CloudWatch
• Splunk (log analysis and alert correlation)
• Azure Monitor / Log Analytics (preferred)
• ServiceNow or equivalent ITSM tools

Experience & Certifications:

• 8–12 years in NOC, Infrastructure, or Cloud Operations.
• Prior experience as Shift Lead / Senior Escalation Engineer in a 24×7 environment.
• AWS Certified Solutions Architect (Associate or Professional).
• Networking certification (CCNA or equivalent) preferred.

Additional Expectations:

• Strong communication and stakeholder management skills.
• Experience working with global teams.
• Healthcare background is a plus.
• Ability to lead calmly in high‑pressure situations.

Shift Model:

• 24×7 rotational shifts with structured handovers and clear escalation ownership.

Video Camera Usage:

Availity fosters a collaborative and open culture where communication and engagement are central to our success. As a remote first company, we are also camera-first and provide all associates with camera/video capability to simulate the office environment. If you are not able to use your camera for all virtual meetings, you should not apply for this role.

Having cameras on helps create a more connected, interactive, and productive environment, allowing teams to communicate more effectively and build stronger working relationships. The usage of cameras also enhances security and protects sensitive company information. Video participation is required to ensure that only authorized personnel are present in meetings and to prevent unauthorized access, data breaches, preventing social engineering, or the sharing of confidential information with non-participants.