Network Operations Centre 24/7 Shift Lead
Role details
Job location
Tech stack
Job description
Capita's Network Operations Centre (NOC) in Belfast, the Command Hub for critical network services-is looking for an experienced and proactive NOC Shift Lead to join our 24/7 operations team to join our centre of expertise.
This is an opportunity to work at the heart of Capita's technology ecosystem, where every shift matters. You'll play a key role in delivering high quality service across a diverse portfolio of clients, including those supporting national infrastructure and essential services.
As a Shift Lead in our fast paced command environment, you'll combine technical expertise with strong leadership, helping to keep mission critical services running smoothly around the clock.
You'll guide a talented team, lead incident responses, and contribute to continuous improvement across the NOC-ensuring we stay ahead of emerging challenges and deliver exceptional customer experience every time.
You'll be right at the heart of the action-coordinating and driving the performance of your shift team in our fast paced Command Hub. You'll take charge of keeping critical services running smoothly, ensuring incidents are resolved quickly and service levels stay consistently high.
You'll be the go to escalation point when challenges arise, leading the response with confidence and clarity. You'll champion improvements, fine tune processes, and help shape the way the NOC operates. Along the way, you'll build strong, collaborative relationships with teams across Capita and with external partners-playing a key role in delivering exceptional service to our clients., * Serving as the first point of contact for customer-reported faults via phone or email.
- Providing remote support, including configuration and link checks for field engineers.
- Monitoring network performance using SolarWinds and respond to alerts proactively.
- Ensuring incidents are resolved within SLA targets and documented with meaningful updates.
- Maintaining clear communication with customers throughout the fault resolution process.
- Escalating issues appropriately to internal and external stakeholders.
- Conducting root cause analysis for incidents and contribute to service improvement.
Shift Lead Responsibilities
- Allocating and oversee tasks across the shift team, including monitoring, call handling, and incident management.
- Providing process leadership and guidance to ensure consistent service delivery.
- Supporting resolution of service incidents and advise team members to enhance knowledge and efficiency.
- Managing escalations of major incidents and liaise with senior management as needed.
- Contributing to team development, performance reviews, and training initiatives.
- Driving continuous improvement and ensure SLA compliance (targeting 95%+ resolution rate).
- Managing operational handovers and ensure outstanding issues are clearly communicated.
- Maintaining regular updates to customers and ensure system records are accurate.
- Collaborating with the Carrier Management team and third-party providers to uphold service standards.
- Leading fault resolution calls and ensure all stakeholders are informed and aligned.
- Identifying and implement improvements in network monitoring and operational processes.
How this role aligns with our Values
Operations Team Duties
In this role, you'll put Customer First Always by acting as the first point of contact for customer-reported faults, providing clear communication from start to resolution, and ensuring incidents are handled within SLA targets. You'll Achieve Together with engineers and internal teams by delivering remote support, escalating issues appropriately, and collaborating on root cause analysis to strengthen service performance. Through proactive network monitoring and improvement initiatives, you'll demonstrate Fearless Innovation, identifying better ways to prevent and respond to service issues. By documenting incidents accurately and maintaining positive relationships with all stakeholders, you'll help ensure Everyone is Valued across the NOC environment.
Shift Lead Responsibilities
As a Shift Lead, you'll Achieve Together by allocating tasks, guiding the shift team, managing handovers, and ensuring collaboration with third-party providers and the Carrier Management team. You'll champion Customer First Always by keeping customers informed, leading fault resolution calls, and ensuring service levels consistently meet expectations. You'll support Fearless Innovation by driving process improvements, identifying opportunities to enhance monitoring and operational efficiency, and contributing to training and development. By supporting colleagues during incidents, contributing to performance reviews, and creating a supportive and structured environment, you'll ensure Everyone is Valued across every shift.
Join Capita - Where Innovation Meets Opportunity
Requirements
- Proven experience leading technical service teams.
- CCNA or equivalent required
- Proven experience managing third-party suppliers and escalations.
- Ability to coordinate major incidents while maintaining BAU operations.
- Experience working in ITIL environments and meeting strict SLA requirements.
Key Skills & Behaviours
- Strong written and verbal communication skills, with the ability to adapt to changing demands.
- Demonstrated commitment to delivering excellent customer service.
- High attention to detail.
- Ability to work effectively under pressure.
What you'll also need:
- Experience in high-pressure operational environments.
- Proven track record in staff training and development.
- ITIL Service Management certification.
Benefits & conditions
- Salary £38,000pa plus 30% shift allowance
- 23 days' holiday, rising to 27 (pro rata) - plus the option to buy more after qualifying period
- ️ Paid volunteering day with a charity of your choice
- Generous family leave policies - including 15 weeks' fully paid maternity, adoption, and shared parental leave
- ️ Cycle2Work scheme, pension, life assurance, and more
Customer first, always Fearless innovation Achieve together Everyone is valued
