24/7 NOC Shift Lead - Belfast
As a NOC Shift Lead, you will oversee shift operations, ensuring efficient incident resolution, SLA compliance, and strong communication with customers and stakeholders. You will act as an escalation point, guide the shift team, and drive continuous improvement across NOC processes.
Key Responsibilities:
Operations
* Act as the first contact for customer faults via phone/email.
* Provide remote support and assist field engineers with configuration and link checks.
* Monitor network performance (SolarWinds) and respond to alerts promptly.
* Ensure incidents meet SLA targets and are documented with clear updates.
* Maintain proactive customer communication and escalate issues when required.
* Perform root cause analysis and contribute to service improvements.
Shift Leadership
* Allocate and oversee tasks across the shift, ensuring consistent service delivery.
* Support and mentor team members; provide guidance during incidents.
* Manage major incident escalations and liaise with senior management.
* Contribute to team development, training, and performance reviews.
* Ensure accurate handovers, customer updates, and system records.
* Coordinate with Carrier Management and third-party suppliers.
* Lead incident and fault resolution calls and ensure stakeholder alignment.
* Identify and implement improvements in monitoring and operational processes.
What We’re Looking For
* Experience leading technical service or NOC teams.
* Strong background managing third-party suppliers and escalations.
* Ability to coordinate major incidents while maintaining BAU operations.
* Excellent verbal and written communication skills.
* Proven customer service excellence.
* Experience in ITIL-driven environments with strict SLAs.
* High attention to detail and ability to work under pressure.
* Eligible for Security Clearance (SC minimum; NPPV3 preferred).
For more information on this please apply within.