A Belfast-based Network Operations Centre is seeking an experienced and proactive NOC Shift Lead to support its 24/7 operations team.
This position plays a key role in ensuring high-quality service delivery to a diverse range of clients, including those operating within critical national infrastructure.
The ideal candidate will bring strong technical knowledge, effective leadership skills, and a commitment to maintaining excellent customer service in a shift-based environment.
Job Description The NOC Shift Lead will oversee the coordination and performance of the shift team, ensuring incidents are handled efficiently and service levels are consistently achieved.
Key Responsibilities Operations Team Duties Act as the initial point of contact for customer-reported issues via phone or email.
Provide remote technical support, including configuration assistance and link checks for field engineers.
Monitor network performance using tools such as SolarWinds and proactively respond to alerts.
Conduct root cause analysis and assist in implementing service improvements.
Shift Lead Responsibilities Allocate and oversee tasks across the shift team, covering monitoring, call handling, and incident management.
Manage escalations for major incidents and liaise with senior management when required.
Contribute to staff development, performance reviews, and internal training initiatives.
Work closely with carrier management teams and third-party suppliers to maintain service standards.
Lead incident resolution calls and ensure all parties are kept informed and aligned.
Identify opportunities to improve network monitoring and operational processes.
Experience working within ITIL-based environments and meeting strict SLAs.
Eligibility for Security Clearance (minimum SC; Demonstrated aptitude for staff training, coaching, and development. ITIL Service Management certification.