Network Operations Centre Shift Lead

My client’s Network Operations Centre (NOC) in Belfast is seeking an experienced and proactive NOC Shift Lead to support 24/7 operational services. This role is key to maintaining high-quality service delivery across a diverse client base, including organisations supporting critical national infrastructure. The successful candidate will bring strong technical expertise, proven shift leadership experience, and a consistent focus on customer service excellence within a fast-paced, shift-based environment.

Key Responsibilities

• Lead and coordinate a Network Operations Centre (NOC) 24/7 shift team, ensuring effective incident handling and consistent service delivery.
• Act as the primary escalation point for operational incidents and service disruptions across the shift.
• Monitor network performance and service health using tools such as SolarWinds, responding proactively to alerts and anomalies.
• Ensure incidents are logged, tracked, and resolved within SLA targets, with accurate and timely updates recorded in ITSM systems.
• Provide first-line technical support for customer-reported faults via phone and email, including remote diagnostics and basic configuration support.
• Support field engineers with remote troubleshooting, including link checks and service validation.
• Conduct root cause analysis for recurring or high-impact incidents and contribute to service improvement initiatives.
• Lead incident and fault resolution calls, ensuring clear communication and alignment between internal teams, customers, and third-party providers.
• Manage operational escalations involving internal stakeholders, carriers, and external suppliers.
• Oversee shift handovers, ensuring accurate communication of outstanding issues and operational priorities.
• Allocate and prioritise workload across the shift team, including monitoring, incident management, and customer communications.
• Maintain strong customer communication throughout incident lifecycles, ensuring expectations are managed effectively.
• Collaborate with carrier management teams and third-party vendors to ensure service quality and SLA adherence.
• Drive continuous improvement across monitoring, incident handling, and operational processes.
• Support team development through coaching, training, and performance feedback.

Requirements

• Proven experience leading technical operations or Network Operations Centre (NOC) teams.
• Strong experience in incident management, escalation handling, and coordination of major incidents.
• Hands-on experience working in ITIL-aligned environments with strict SLA requirements.
• Experience using network monitoring tools, ideally including SolarWinds or similar platforms.
• Strong understanding of network operations, service monitoring, and fault resolution processes.
• Experience managing third-party suppliers, carriers, and external service providers.
• Ability to operate effectively under pressure while managing multiple concurrent incidents.
• Strong communication skills, both written and verbal, with the ability to engage technical and non-technical stakeholders.
• Demonstrated customer service focus and experience managing customer communications during incidents.
• Experience with operational handovers and shift-based working environments.
• Strong attention to detail and ability to maintain accurate operational records and documentation.
• Experience in coaching, training, and developing technical team members is desirable.
• ITIL certification or ITIL framework experience is desirable.
• Eligibility to obtain and maintain Security Clearance (SC minimum, NPPV3 preferred).

Apply now or email your CV to [email protected]

The role is open to candidates based in Belfast with a 5 day onsite expectation

Must be in Ireland holding Stamp 4, EU, Irish or UK Passport with full working rights – No Sponsorship supported