NOC Team Lead in Lisburn

We are working with a large and established technology services organisation to appoint an experienced
NOC Shift Lead
to join its 24/7 Network Operations function. This is a key operational leadership position, responsible for coordinating a technical support team during shift, ensuring incidents are managed effectively, service levels are consistently achieved and customers receive a high standard of service. The role would suit an experienced technical operations professional who is comfortable working in a fast-paced environment, leading from the front and balancing day-to-day operational demands with the management of incidents, escalations and service improvement. The Role
As NOC Shift Lead, you will take responsibility for the effective running of the operation throughout your shift. You will coordinate workloads, provide technical and operational guidance to the team, act as an escalation point for complex incidents and ensure that outstanding issues are clearly communicated between shifts. You will also play an important role in maintaining strong relationships with customers, internal teams, third-party suppliers and service partners, ensuring incidents are progressed efficiently and within agreed service levels. Key Responsibilities Network Operations
Act as an initial point of contact for customer-reported technical faults and service issues. Provide remote technical support, including configuration checks, connectivity checks and troubleshooting support for field-based engineering teams. Monitor network performance and alerts using enterprise network monitoring tools, taking proactive action where required. Ensure incidents are investigated, progressed and resolved within agreed SLA targets. Maintain accurate and meaningful incident records, ensuring customers receive clear and timely updates throughout the resolution process. Escalate incidents appropriately to relevant technical teams, management and external service providers. Support root cause analysis and identify opportunities to prevent recurring incidents. Work closely with third-party providers and service partners to ensure issues are progressed and resolved effectively. Shift Leadership
Coordinate and allocate workloads across the shift team, covering monitoring, call handling, incident management and other operational activity. Provide day-to-day leadership, guidance and technical support to team members. Act as a senior escalation point for complex and high-impact incidents. Coordinate the response to major incidents while ensuring BAU operational activity continues effectively. Lead incident and fault resolution calls, ensuring the appropriate stakeholders are engaged and kept informed. Liaise with senior stakeholders where incidents require further escalation or management intervention. Ensure effective operational handovers between shifts, with outstanding incidents, risks and actions clearly communicated. Monitor team performance and support the delivery of agreed service levels and operational targets. Contribute to training, coaching, development and performance management activities within the team. Support the implementation of new processes, procedures and ways of working to improve operational performance. Identify opportunities to improve network monitoring, incident management and wider operational processes. Ensure systems and operational records remain accurate and up to date. Customer & Stakeholder Management
Maintain a consistently high level of customer service throughout the incident lifecycle. Communicate clearly and professionally with customers, particularly during high-impact or prolonged incidents. Build effective working relationships with internal technical teams, operational stakeholders and external suppliers. Coordinate multiple stakeholders during fault resolution, ensuring ownership, actions and next steps are clearly understood. Ensure service commitments and SLA requirements remain a consistent priority throughout the shift. What We're Looking For
We're looking for an experienced technical operations professional with a strong track record of leading service or network support teams within a 24/7 environment. You should have: Proven experience leading or supervising technical service, network operations or support teams. Strong experience managing technical escalations and third-party suppliers. Experience coordinating major or high-impact incidents alongside BAU operational activity. A strong understanding of IT service management principles and working within demanding SLA environments. Excellent written and verbal communication skills, with the ability to communicate effectively with both technical and non-technical stakeholders. A strong customer-service mindset and a track record of maintaining service quality under pressure. The ability to prioritise competing demands and make sound decisions in a fast-moving operational environment. Strong attention to detail, particularly around incident management, documentation and operational handovers. Experience coaching, supporting and developing technical team members. Eligibility to obtain and maintain the required level of UK security clearance for the position. Desirable Experience
Experience working within a high-pressure, business-critical operational environment. Experience leading teams within a Network Operations Centre, Service Operations Centre or similar 24/7 function. Experience delivering staff training, coaching and development. ITIL Service Management certification or equivalent experience. Experience working with enterprise network monitoring and incident management platforms. Why Join?
This is an opportunity to take a key operational leadership role within an established technology services environment, working as part of a critical 24/7 operation. You will have the opportunity to lead a technical team, influence operational performance, support the resolution of high-impact incidents and contribute to the continued improvement of service delivery.
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