Network Operations Centre 24/7 Shift Lead

*CANDIDATES MUST BE ELIGABLE FOR SC CLEARANCE – MUST HAVE MIN 5 YEARS UK RESIDENCY* Role: 24/7 Network Operations Centre (NOC) Shift Lead Hours: Rolling shift pattern 7am-7pm x 4 on 4 off repeated and then 7pm-7am x 4 on 4 off repeated. Location: Office based Belfast Capitas Network Operations Centre (NOC) in Belfast, the Command Hub for critical network servicesis looking for an experienced and proactive NOC Shift Lead to join our 24/7 operations team to join our centre of expertise. This is an opportunity to work at the heart of Capitas technology ecosystem, where every shift matters. Youll play a key role in delivering high quality service across a diverse portfolio of clients, including those supporting national infrastructure and essential services. As a Shift Lead in our fast paced command environment, youll combine technical expertise with strong leadership, helping to keep mission critical services running smoothly around the clock. Youll guide a talented team, lead incident responses, and contribute to continuous improvement across the NOCensuring we stay ahead of emerging challenges and deliver exceptional customer experience every time. Youll be right at the heart of the actioncoordinating and driving the performance of your shift team in our fast paced Command Hub. Youll take charge of keeping critical services running smoothly, ensuring incidents are resolved quickly and service levels stay consistently high. Youll be the go to escalation point when challenges arise, leading the response with confidence and clarity. Youll champion improvements, fine tune processes, and help shape the way the NOC operates. Along the way, youll build strong, collaborative relationships with teams across Capita and with external partnersplaying a key role in delivering exceptional service to our clients. Eligibility for Security Clearance (SC minimum; NPPV3 preferred). At Capita, we live by our values: ?? Customer First, Always; ????? Fearless Innovation; ? Achieve Together; ?? Everyone is Valued. These guide how we work, collaborate, and deliver exceptional results. Job title: Network Operations Centre 24/7 Shift Lead Job Description: What we are looking for Proven experience leading technical service teams. CCNA or equivalent required Proven experience managing third-party suppliers and escalations. Ability to coordinate major incidents while maintaining BAU operations. Experience working in ITIL environments and meeting strict SLA requirements. Key Skills & Behaviours Strong written and verbal communication skills, with the ability to adapt to changing demands. Demonstrated commitment to delivering excellent customer service. High attention to detail. Ability to work effectively under pressure. What youll also need: Experience in high-pressure operational environments. Proven track record in staff training and development. ITIL Service Management certification. What youll be doing: Operations Team Duties Serving as the first point of contact for customer-reported faults via phone or email. Providing remote support, including configuration and link checks for field engineers. Monitoring network performance using SolarWinds and respond to alerts proactively. Ensuring incidents are resolved within SLA targets and documented with meaningful updates. Maintaining clear communication with customers throughout the fault resolution process. Escalating issues appropriately to internal and external stakeholders. Conducting root cause analysis for incidents and contribute to service improvement. Shift Lead Responsibilities Allocating and oversee tasks across the shift team, including monitoring, call handling, and incident management. Providing process leadership and guidance to ensure consistent service delivery. Supporting resolution of service incidents and advise team members to enhance knowledge and efficiency. Managing escalations of major incidents and liaise with senior management as needed. Contributing to team development, performance reviews, and training initiatives. Driving continuous improvement and ensure SLA compliance (targeting 95%+ resolution rate). Managing operational handovers and ensure outstanding issues are clearly communicated. Maintaining regular updates to customers and ensure system records are accurate. Collaborating with the Carrier Management team and third-party providers to uphold service standards. Leading fault resolution calls and ensure all stakeholders are informed and aligned. Identifying and implement improvements in network monitoring and operational processes. How this role aligns with our Values Operations Team Duties In this role, youll put Customer First Always by acting as the first point of contact for customer-reported faults, providing clear communication from start to resolution, and ensuring incidents are handled within SLA targets. Youll Achieve Together with engineers and internal teams by delivering remote support, escalating issues appropriately, and collaborating on root cause analysis to strengthen service performance. Through proactive network monitoring and improvement initiatives, youll demonstrate Fearless Innovation, identifying better ways to prevent and respond to service issues. By documenting incidents accurately and maintaining positive relationships with all stakeholders, youll help ensure Everyone is Valued across the NOC environment. Shift Lead Responsibilities As a Shift Lead, youll Achieve Together by allocating tasks, guiding the shift team, managing handovers, and ensuring collaboration with third-party providers and the Carrier Management team. Youll champion Customer First Always by keeping customers informed, leading fault resolution calls, and ensuring service levels consistently meet expectations. Youll support Fearless Innovation by driving process improvements, identifying opportunities to enhance monitoring and operational efficiency, and contributing to training and development. By supporting colleagues during incidents, contributing to performance reviews, and creating a supportive and structured environment, youll ensure Everyone is Valued across every shift. Join Capita Where Innovation Meets Opportunity Capita is a dynamic leader in consulting and digital services, helping some of the UKs most recognized organizations transform and thrive. We use cutting-edge technology and fearless innovation to create smarter, more efficient solutions that make a real difference. Our work spans diverse sectorsgovernment, healthcare, education, and financeoffering you the chance to contribute to projects that impact millions of lives. At Capita, youll be part of a collaborative, forward-thinking team that values creativity, growth, and inclusion. Were committed to your development and success, providing opportunities to learn, progress, and shape better outcomes for customers and communities. If youre ready to make an impact and grow your career, Capita is the place for you. Check out our website Whats in it for you? ?? Office based Belfast ?? Salary £38,000pa plus 30% shift allowance ?? 23 days holiday, rising to 27 (pro rata) plus the option to buy more after qualifying period ?? Paid volunteering day with a charity of your choice ?? Generous family leave policies including 15 weeks fully paid maternity, adoption, and shared parental leave ????? Cycle2Work scheme, pension, life assurance, and more ?? Customer first, always?????? Fearless innovation?? Achieve together??? Everyone is valued What we hope youll do next: Choose Apply now to fill out our short application, so that we can find out more about you. We are committed to building a workforce that reflects the diversity of the communities we serve. As part of our strategic goals, we are focused on accelerating gender and ethnic representation in leadership roles. We warmly encourage applications from women and individuals from Black, Asian, and other ethnic minority backgrounds. Were an equal opportunity and Disability Confident employer, which means we recruit and develop people based on their merit and passion. Were committed to providing an inclusive, barrier-free recruitment process and working environment for everyone. If you need the job description or application form in an alternative format (such as large print or audio), or if youd like to discuss other changes or support you might need going forward, please email and well get back to you. For more information about equal opportunities and process adjustments, please visit the Capita Careers website. Location: Belfast , United Kingdom Time Type: Full time Contract Type: Permanent