NOC Lead

A Belfast-based Network Operations Centre is seeking an experienced and proactive NOC Shift Lead to support its 24/7 operations team. This position plays a key role in ensuring high-quality service delivery to a diverse range of clients, including those operating within critical national infrastructure. The ideal candidate will bring strong technical knowledge, effective leadership skills, and a commitment to maintaining excellent customer service in a shift-based environment. Job Description The NOC Shift Lead will oversee the coordination and performance of the shift team, ensuring incidents are handled efficiently and service levels are consistently achieved. You will act as a primary escalation point, encourage best practice, support ongoing service improvements, and maintain productive relationships with internal teams, external partners, and customers. Key Responsibilities Operations Team Duties Act as the initial point of contact for customer-reported issues via phone or email. Provide remote technical support, including configuration assistance and link checks for field engineers. Monitor network performance using tools such as SolarWinds and proactively respond to alerts. Ensure incidents are resolved within agreed SLA targets and documented accurately with meaningful updates. Maintain clear and consistent communication with customers throughout the fault resolution process. Escalate issues appropriately to internal stakeholders and third-party providers. Conduct root cause analysis and assist in implementing service improvements. Shift Lead Responsibilities Allocate and oversee tasks across the shift team, covering monitoring, call handling, and incident management. Provide procedural guidance to ensure consistent service delivery and operational standards. Support the resolution of service incidents and assist team members to develop their technical and operational capability. Manage escalations for major incidents and liaise with senior management when required. Contribute to staff development, performance reviews, and internal training initiatives. Drive continuous improvement efforts and ensure SLA compliance with a target of 95%+ resolution rates. Oversee operational handovers and ensure outstanding issues are clearly communicated. Ensure customer updates are timely and system records remain accurate. Work closely with carrier management teams and third-party suppliers to maintain service standards. Lead incident resolution calls and ensure all parties are kept informed and aligned. Identify opportunities to improve network monitoring and operational processes. What Were Looking For Proven experience leading technical support or service teams. Strong background in managing third-party suppliers and handling escalations. Ability to coordinate major incidents while maintaining business-as-usual operations. Excellent written and verbal communication skills with the ability to adapt to changing priorities. Demonstrated commitment to high standards of customer service. Experience working within ITIL-based environments and meeting strict SLAs. Strong attention to detail and resilience under pressure. Eligibility for Security Clearance (minimum SC; NPPV3 desirable). Desirable Skills Experience working in high-pressure operational environments. Demonstrated aptitude for staff training, coaching, and development. ITIL Service Management certification. TPBN1_UKTJ

Created: 2025-11-18