24/7 NOC Shift Lead

We are seeking an experienced and proactive NOC Shift Lead to join a 24/7 operations team based in Belfast. This role is critical to ensuring the delivery of high-quality service across multiple clients, including those supporting national infrastructure.

The ideal candidate will have a strong technical background, proven leadership ability, and a commitment to service excellence in a shift-based environment.

Shift Pattern: 4 days on (7am–7pm), 4 days off, 4 nights on (7pm–7am), 4 days off

Role Overview

As a NOC Shift Lead, you will oversee the performance and coordination of the shift team, ensuring incidents are resolved efficiently and service levels are consistently met. You’ll serve as the escalation point for major incidents, provide process guidance, and drive continuous improvement across network operations.

Key Responsibilities

• Act as the first point of contact for customer-reported faults via phone or email.
• Provide remote support, including configuration and link checks for field engineers.
• Monitor network performance using SolarWinds and respond proactively to alerts.
• Ensure all incidents are resolved within SLA targets and accurately documented.
• Maintain clear and consistent communication with customers during fault resolution.
• Escalate issues appropriately to internal and external stakeholders.
• Conduct root cause analysis and contribute to ongoing service improvement.
• Lead and coordinate shift team activities, including monitoring, call handling, and incident management.
• Provide leadership and direction to ensure consistent, high-quality service delivery.
• Manage escalations for major incidents and liaise with senior management.
• Support and mentor team members to enhance technical knowledge and performance.
• Oversee operational handovers and ensure all outstanding issues are clearly communicated.
• Maintain system accuracy and ensure regular updates to customers.
• Collaborate with third-party providers and carrier management teams to maintain service standards.
• Drive process improvement initiatives and ensure SLA compliance (targeting 95%+ resolution rate).

What We’re Looking For

• Proven experience leading technical or NOC service teams.
• Strong ability to manage incidents and coordinate with multiple stakeholders.
• Experience in ITIL-driven environments with strict SLA adherence.
• Excellent communication and problem-solving skills, with high attention to detail.
• Capability to work effectively under pressure in a 24/7 operational setup.
• Eligible for Security Clearance (SC minimum, NPPV3 preferred).
• Experience in high-pressure, service-critical environments.
• Track record of staff training and team development.
• ITIL Service Management certification.

This is an excellent opportunity to take ownership of a high-impact role within a leading network operations environment. If you are passionate about leading teams, driving operational excellence, and maintaining high service standards, we’d love to connect.