NOC Lead

Rolling shift pattern 7am-7pm x 4 on 4 off repeated and then 7pm-7am x 4 on 4 off repeated.

Seeking an experienced and proactive NOC Shift Lead to support its 24/7 operations team. This role is critical to ensuring the delivery of high-quality service across multiple clients, including those supporting national infrastructure. The ideal candidate will bring strong technical expertise, leadership capability, and a commitment to customer excellence within a shift-based environment.

Job Description:

As a NOC Shift Lead, you will oversee the performance and coordination of the shift team, ensuring incidents are resolved efficiently and service levels are consistently met. You will act as a key escalation point, drive process improvements, and maintain strong relationships with internal and external stakeholders.

What you'll be doing:

Operations Team Duties

• Serve as the first point of contact for customer-reported faults via phone or email.
• Provide remote support, including configuration and link checks for field engineers.
• Monitor network performance using SolarWinds and respond to alerts proactively.
• Ensure incidents are resolved within SLA targets and documented with meaningful updates.
• Maintain clear communication with customers throughout the fault resolution process.
• Escalate issues appropriately to internal and external stakeholders.
• Conduct root cause analysis for incidents and contribute to service improvement.

Shift Lead Responsibilities

• Allocate and oversee tasks across the shift team, including monitoring, call handling, and incident management.
• Provide process leadership and guidance to ensure consistent service delivery.
• Support resolution of service incidents and advise team members to enhance knowledge and efficiency.
• Manage escalations of major incidents and liaise with senior management as needed.
• Contribute to team development, performance reviews, and training initiatives.
• Drive continuous improvement and ensure SLA compliance (targeting 95%+ resolution rate).
• Manage operational handovers and ensure outstanding issues are clearly communicated.
• Maintain regular updates to customers and ensure system records are accurate.
• Collaborate with the Carrier Management team and third-party providers to uphold service standards.
• Lead fault resolution calls and ensure all stakeholders are informed and aligned.
• Identify and implement improvements in network monitoring and operational processes.

What we are looking for:

• Proven experience in leading technical service teams.
• Proven experience managing third-party suppliers and escalations.
• Ability to coordinate major incidents while maintaining BAU operations.
• Strong communication skills, both written and verbal, with adaptability to changing demands.
• Demonstrated customer service excellence.
• Experience working in ITIL environments and meeting strict SLA requirements.
• High attention to detail and ability to perform under pressure.
• Eligible for Security Clearance (SC minimum, NPPV3 preferred).

Desirable Skills

• Experience in high-pressure operational environments.
• Proven track record in staff training and development.
• ITIL Service Management certification.

Job Type: Full-time

Pay: Up to £37,000.00 per year

Work Location: In person