NOC Team Lead

We are working with a large and established technology services organisation to appoint an experienced NOC Shift Lead to join its 24/7 Network Operations function. This is a key operational leadership position, responsible for coordinating a technical support team during shift, ensuring incidents are managed effectively, service levels are consistently achieved and customers receive a high standard of service. The role would suit an experienced technical operations professional who is comfortable working in a fast-paced environment, leading from the front and balancing day-to-day operational demands with the management of incidents, escalations and service improvement.

The Role As NOC Shift Lead, you will take responsibility for the effective running of the operation throughout your shift. You will coordinate workloads, provide technical and operational guidance to the team, act as an escalation point for complex incidents and ensure that outstanding issues are clearly communicated between shifts. You will also play an important role in maintaining strong relationships with customers, internal teams, third-party suppliers and service partners, ensuring incidents are progressed efficiently and within agreed service levels.

Key Responsibilities Network Operations Act as an initial point of contact for customer-reported technical faults and service issues. Provide remote technical support, including configuration checks, connectivity checks and troubleshooting support for field-based engineering teams. Monitor network performance and alerts using enterprise network monitoring tools, taking proactive action where required. Ensure incidents are investigated, progressed and resolved within agreed SLA targets. Maintain accurate and meaningful incident records, ensuring customers receive clear and timely updates throughout the resolution process.

Escalate incidents appropriately to relevant technical teams, management and external service providers. Support root cause analysis and identify opportunities to prevent recurring incidents. Work closely with third-party providers and service partners to ensure issues are progressed and resolved effectively. Shift Leadership Coordinate and allocate workloads across the shift team, covering monitoring, call handling, incident management and other operational activity. Provide day-to-day leadership, guidance and technical support to team members.

Act as a senior escalation point for complex and high-impact incidents. Coordinate the response to major incidents while ensuring BAU operational activity continues effectively. Lead incident and fault resolution calls, ensuring the appropriate stakeholders are engaged and kept informed. Liaise with senior stakeholders where incidents require further escalation or management intervention. Ensure effective operational handovers between shifts, with outstanding incidents, risks and actions clearly communicated.

Monitor team performance and support the delivery of agreed service levels and operational targets. Contribute to training, coaching, development and performance management activities within the team. Support the implementation of new processes, procedures and ways of working to improve operational performance. Identify opportunities to improve network monitoring, incident management and wider operational processes. Ensure systems and operational records remain accurate and up to date.

Customer & Stakeholder Management Maintain a consistently high level of customer service throughout the incident lifecycle. Communicate clearly and professionally with customers, particularly during high-impact or prolonged incidents. Build effective working relationships with internal technical teams, operational…