Network Operations Center - Shift Lead

About Us

Zelis is modernizing the healthcare financial experience in the United States (U.S.) across payers, providers, and healthcare consumers. We serve more than 750 payers, including the top five national health plans, regional health plans, TPAs and millions of healthcare providers and consumers across our platform of solutions. Zelis sees across the system to identify, optimize, and solve problems holistically with technology built by healthcare experts – driving real, measurable results for clients.

At Zelis, AI is woven into the fabric of how we work. Every associate is expected - and empowered - to partner with AI to challenge the status quo, accelerate innovation, and amplify their impact. This is a place for builders with a growth mindset who act with agility, embrace change, and use modern technology to shape smarter solutions, exceptional experiences, and the future of our industry for our clients, customers, and our culture.

Why We Do What We Do

In the U.S., consumers, payers, and providers face significant challenges throughout the healthcare financial journey. Zelis helps streamline the process by offering solutions that improve transparency, efficiency, and communication among all parties involved. By addressing the obstacles that patients face in accessing care, navigating the intricacies of insurance claims, and the logistical challenges healthcare providers encounter with processing payments, Zelis aims to create a more seamless and effective healthcare financial system.

Zelis India plays a crucial role in this mission by supporting various initiatives that enhance the healthcare financial experience. The local team contributes to the development and implementation of innovative solutions, ensuring that technology and processes are optimized for efficiency and effectiveness. Beyond operational expertise, Zelis India cultivates a collaborative work culture, leadership development, and global exposure, creating a dynamic environment for professional growth. With hybrid work flexibility, comprehensive healthcare benefits, financial wellness programs, and cultural celebrations, we foster a holistic workplace experience. Additionally, the team plays a vital role in maintaining high standards of service delivery and contributes to Zelis’ award-winning culture.

Position Overview

The NOC Shift Lead is responsible for leading a team of Network Engineers during a designated shift, managing Major Incidents, ensuring the smooth operation, monitoring, and maintenance of the organization's computer networks. This role involves both technical expertise and leadership skills.

Job Overview

At Zelis, Network Operating Center (NOC) Shift Lead is a leadership role within the NOC responsible for overseeing the activities of a team of engineers during a specific shift. This role requires a combination of technical expertise in network operations, leadership skills, Incident Management and the ability to manage and respond to network incidents.

The NOC Shift Lead is responsible for leading a team of Network Engineers during a designated shift, managing Major Incidents, ensuring the smooth operation, monitoring, and maintenance of the organization's computer networks. This role involves both technical expertise and leadership skills.

Key Responsibilities

Working in 24/7 Operational support.Monitor network, server, and health infrastructure using tools like LogicMonitor, New relic.Network Service & Protocols (DHCP, DNS, NTP, VPN & Tunneling, QoS, Common Protocols)Good experience in Firewalls, IDS/IPS and Authentication, configuration & troubleshooting of Router, Firewalls (Palo Alto), VPNs & Switch, troubleshooting tools (ping, traceroute, netstat, Wireshark) and Access control.Respond to alerts and incidents, perform initial troubleshooting, and escalate as needed.Follow standard operating procedures (SOPs) for issue resolution and escalation.Assist in routine maintenance tasks such as patching, backups, and system checks.Windows Server Administration and troubleshooting.Perception of analyzing the workflow, issue or the cause of the problem.Manages firewalls, IDS/IPS, and endpoint protection systems is an added advantage.Mentors junior staff and enforces security best practices.Able to perform the Firewall, WLC, Switch and Meraki upgrades.Lead Incident Management activities, ensuring timely resolution and communication.Initiate bridge calls or war rooms to drive communication among stakeholders for timely incident resolution.Plan and coordinate the activities of the NOC team during the shift.Assign tasks and responsibilities to team members.Act as the point of contact for major incidents during the shift.Communicate effectively with management and other teams during incidents.Monitor network performance and respond to alerts as needed.Analyze incidents, identify root causes, and implement corrective actions.Ensure that network issues are resolved within established SLAs.Maintain accurate records of incidents, resolutions, and activities during the shift.Generate shift reports and provide updates to management and relevant stakeholders.Provide ongoing training to NOC Engineers to enhance their technical skills.Foster a culture of continuous improvement within the team.Collaborate with other NOC Shift Leads and teams to address cross-functional issues.Participate in regular meetings to share insights and updates.Collaborate with Network Engineering, Infrastructure, Cloud, Security, Application Support, Service Management, and vendor teams, and contribute to continuous improvement initiatives focused on service availability and reducing MTTD, MTTA, and MTTR.Ensure compliance with security protocols and procedures.

Qualifications

5-6 years of experience in relevant domain NOCBachelor’s degree in information technology, Computer Science, or a related field.Relevant certifications such as Cisco Certified Network Associate CCNA or CCNPProven experience in network administration and incident response.Previous leadership or supervisory experience.Practical understanding of ITIL-based Incident, Change, Problem, and Major Incident Management processes.

Skills

Strong leadership and interpersonal skills.Excellent communication and decision-making abilities.Ability to handle high-pressure situations and make informed decisions.Experience with enterprise monitoring, observability, log-analysis, and ITSM platforms such as Splunk, Datadog, LogicMonitor, Jira Service Management, or equivalent technologies.Strong incident troubleshooting, prioritization, escalation, service restoration, alert correlation, and RCA support skills.Ability to communicate concise incident updates covering impact, actions taken, findings, ownership, next steps, and outstanding risks to both technical and operational stakeholders.Strong written documentation and knowledge-transfer skills, including incident notes, shift handovers, SOPs, runbooks, Knowledge Base articles, and troubleshooting guides.Ability to identify opportunities for operational automation and continuous improvement, with strong analytical, communication, collaboration, and customer-service skills.

This role requires strong technical and operational skills, with the ability to independently monitor, triage, troubleshoot, escalate, document, and support restoration of network, server, infrastructure, and application incidents during assigned shifts.

Commitment to Diversity, Equity, Inclusion, and Belonging

At Zelis, we champion diversity, equity, inclusion, and belonging in all aspects of our operations. We embrace the power of diversity and create an environment where people can bring their authentic and best selves to work. We know that a sense of belonging is key not only to your success at Zelis, but also to your ability to bring your best each day.

Equal Employment Opportunity

Zelis is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

Accessibility Support

We are dedicated to ensuring our application process is accessible to all candidates. If you are a qualified individual with a disability and require reasonable accommodation with any part of the application and/or interview process, please email talentacquisition@zelis.com.