OCC​/NOC Team Lead

The OCC/TOC Team Lead is a key leadership role within Element’s Global Technology Operations Centre (TOC). This position is responsible for driving operational excellence and ensuring the consistent, high-quality support of critical IT services across the organisation. The role focuses on people leadership, managing, developing, and empowering a team of TOC Analysts, while overseeing real-time monitoring, incident response, and service availability across Element’s global infrastructure.

Acting as a central point of coordination within the TOC environment, the OCC/TOC Team Lead ensures timely detection, escalation, and resolution of operational issues, and maintains strong stakeholder relationships across Technology and the wider business.

The position requires varied shift cover: 08:00 - 16:00 and 09:00 - 17:00, and may require support for weekend business activity. The role may require out-of-hours on-call escalation support.

The OCC/TOC Team Lead reports directly to the Global Head of Service Management

Key Responsibilities

People Leadership & Team Management

• Lead, mentor, and develop a team of TOC Senior Analysts and Analysts, ensuring high performance, accountability, and continuous growth.
• Conduct performance management, including objective setting, monitoring, coaching, and formal appraisals.
• Foster a positive, collaborative, and high-performing team culture aligned with Element values.
• Manage shift coverage and staffing to maintain operational support.
• Address workload distribution, prioritisation, and team wellbeing, ensuring balanced and sustainable operations.
• Manage conflict effectively and support a psychologically safe environment for all team members.

Operational Excellence

• Oversee real-time monitoring of critical infrastructure, applications, and network environments, ensuring rapid response to alerts and incidents.
• Ensure analysts follow established SOPs, KB articles, and escalations, maintaining service availability and rapid issue resolution.
• Drive consistency and quality in remote hands and eyes support across multiple regions.
• Identify service-impacting issues, validate customer impact, and escalated to SMEs and engineering teams as required.
• Ensure adherence to Element’s Incident, Major Incident, and Change Management processes, and support Major Incident Managers during critical events.
• Coordinate cross-functional teams during incidents to ensure timely and effective resolution.
• Process, Reporting & Continuous Improvement
• Lead continuous improvement initiatives by identifying trends, gaps, and automation opportunities.
• Support the seamless onboarding of new business units and services into the TOC operational model.
• Maintain and enhance operational reporting, ensuring regular SLA and performance updates are delivered to management.
• Contribute to Post-Incident Reviews by ensuring effective participation, accountability, and follow-through.
• Collaborate closely with the Global Head of Service Management and regional leads to evolve TOC capabilities and deliver best-in-class operational support.

Vendor & Stakeholder Engagement

• Manage relationships with third-party vendors and partners, ensuring accountability, timely support, and appropriate escalation.
• Attend monthly vendor service reviews to contribute insights on performance, incidents, and improvements.
• Build strong working relationships with technical and business stakeholders to maintain trust and confidence, especially during high-impact events.
• Governance & Compliance
• Ensure compliance with Element’s Purpose, Mission, Vision, Values, and technology policies.
• Maintain high levels of documentation quality, operational discipline, and audit readiness.

Experience & Knowledge Required

• Minimum of 5 years people manager experience within a high-pressure NOC/TOC, Command Centre, or Operations environment.
• Solid understanding of ITIL principles and structured operational processes.
• Hands-on experience using ITSM platforms such as Service Now.
• Proven ability to manage customer expectations and communicate effectively with stakeholders at all levels.
• Strong organisational skills with the ability to manage multiple…