OCC​/NOC Team Lead

Overview

The Operations Control Center (OCC)/Network Operations Center (NOC) 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/NOC Team Lead ensures timely detection, escalation, and resolution of operational issues, and maintains strong stakeholder relationships across Technology and the wider business.

Schedule:

8:00 am to 5:00 pm onsite in our Blue Ash Office

On-Call after hours and weekends as needed

The OCC/NOC 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 escalates 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

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Experience & Knowledge Required

• Minimum of 5 years people manager experience within a high‑pressure OCC/NOC, 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 priorities and lead under pressure
• Demonstrated ability to manage…