Network Operations Centre​/7 Shift Lead

Network Operations Centre 24/7 Shift Lead

Capita Network Operations Centre in Belfast (Newtownabbey) is seeking an experienced shift lead to support its 24/7 operations team. This role is critical to ensuring high‑quality service across multiple clients, including national infrastructure. The ideal candidate will bring strong technical expertise, leadership capability, and a commitment to customer excellence.

Shift pattern: 7am‑7pm (4 on 4 off) then 7pm‑7am (4 on 4 off).
Location: Belfast.

• 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.

• 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.

• 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, 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).

• Experience in high‑pressure operational environments.
• Proven track record in staff training and development.
• ITIL Service Management certification.

• A competitive salary of £48,000 per annum including shift allowance.
• 23 days annual leave rising to 27 days holiday, with option to buy extra leave.
• Company‑matched pension, life assurance, 15 weeks fully paid maternity, adoption and shared parental leave, paternity pay of two weeks and more.
• Volunteering for charity partners or a cause of your choice – paid day out of office.
• Access to Employee Network Groups for inclusive learning and networking.
• Opportunity to gain additional qualifications through the Learning Academy or apprenticeships.

We’re an equal‑opportunity, Disability Confident employer. We recruit and develop people based on merit and passion, and provide an inclusive, barrier‑free recruitment process.

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