Network Operations Team Lead Newtownabbey | Up to £48,000 | 24/7 Shift Pattern Our client is seeking an experienced Network Operations Team Lead to join a high-performing 24/7 operations environment based in Newtownabbey. This is an excellent opportunity for a customer-focused operational leader who thrives in fast-paced environments and can confidently oversee live service operations, support NOC engineers, and lead communication during major incidents. The successful Network Operations Team Lead will play a critical role in maintaining operational stability, ensuring high service standards, and acting as the central escalation point across live service activity. The Role As a Network Operations Team Lead, you will provide frontline operational leadership across a busy service environment, ensuring customers receive a consistently high-quality experience while maintaining visibility of live operations across the shift. This role is heavily focused on service management and operational oversight rather than hands-on technical troubleshooting. You will monitor live service performance, oversee NOC activity, identify and manage major incidents, coordinate stakeholders, and ensure effective communication throughout incident lifecycles. You'll also support team development, drive operational standards, and contribute to continuous service improvement initiatives. Shift Pattern This role operates on a 24/7 rota: 4 days on / 4 days off Two weeks working 7:00am - 7:00pm Two weeks working 7:00pm - 7:00am Key Responsibilities Service Operations & Incident Management Act as the primary escalation point for operational and customer-impacting incidents Oversee live service activity and support NOC engineers throughout the shift Identify, manage, and coordinate major incidents to minimise customer impact Lead structured incident calls and provide clear stakeholder communications Ensure SLA adherence and high standards of customer updates throughout incidents Coordinate effectively with third-party suppliers, internal teams, and field engineers Support root cause analysis and ongoing service improvement initiatives Shift Leadership Lead and support operational teams during live service delivery Maintain visibility across shift activity and allocate workload effectively Provide real-time coaching and guidance to engineers and analysts Ensure detailed and effective shift handovers Promote a culture of accountability, collaboration, and customer focus Continuous Improvement Identify opportunities to improve monitoring, processes, and operational workflows Support service governance and operational reporting activities Contribute to improvements in incident management and service delivery standards About You To be successful in this Network Operations Team Lead role, you will have: Experience leading operational or service-focused technical teams Strong major incident management and stakeholder coordination experience Excellent communication and customer engagement skills Experience operating within SLA-driven and ITIL-aligned environments The ability to remain calm and organised during high-pressure situations Strong operational awareness and decision-making capability Eligibility for Security Clearance What's on Offer Salary up to £48,000 Benefits including pension, annual leave etc Free parking Training/certifications/apprenticeships If you're an experienced Network Operations Team Lead looking for a role with real operational impact, we'd love to hear from you. Skills: NOC IT Helpdesk CCNA ITIL Windows Servers Benefits: Pension Annual Leave Paid Qualifications ADZN1_NI