Network Operations Centre​/7 Shift Lead

Position: 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.
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* Job title:

** Network Operations Centre 24/7 Shift Lead
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* 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 Solar Winds 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.
** Check out our website*
* ** for more information
*** A competitive salary of £48,000 per annum including shift allowance.
* ** 23
* * days’ annual leave rising to 27 days holiday in time with the opportunity to buy extra leave
* company matched pension, life assurance, 15 weeks’ fully paid maternity, adoption…