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Network Operations Specialist

3 weeks ago

Belfast, United Kingdom Capita Full time

Capita is looking to hire for a Network Operations Centre 24/7 Shift Lead.

Role: 24/7 NOC Shift Lead

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

Location: Belfast

Capita's Network Operations Centre in Belfast is 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.

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.

About Capita

Capita is an outsourcer, helping clients across the public and private sectors run complex business processes more efficiently, creating better consumer experiences.

Operating across 8 countries, Capita's 34,000 colleagues support primarily UK and European clients with people-based services underpinned by market-leading technology.

We're a vital support service for our clients, enabling the everyday interactions that we expect to run seamlessly, to run seamlessly.