NOC - Team Leader (Network and Security Practice) in Derby

About Node4

We are a united force driven by a single ambition; to deliver faster transformation, lower cost, and truly differentiated outcomes. We do this by bringing together our AI Augmented MSP platform, hybrid sovereign cloud solutions, deep Microsoft expertise and the Node4 People.

We are:

• Nimble – We focus on what matters most, adapt fast and embrace change.
• Original – We think differently, stay curious and innovate.
• Driven – We are bold, bring energy and own the outcome.
• Engaged – We operate as one, building strong relationships.
• More – We always go further for our people, customers and partners.

About the role

Leads Node4's Network Operations Centre, acting as the Derby control tower for 24/7 monitoring and incident response. Accountable for day-to-day NOC performance, team leadership, and continuous improvement across both onshore and offshore NOC teams. Ensures proactive detection, disciplined incident management, and consistent service outcomes aligned with the practice's service strategy. Works closely with Reactive Support, Network Delivery, and Architecture to reduce incident demand and improve end‐to‐end service outcomes. Oversees the safe execution of pre-approved out-of-hours maintenance changes by the NOC, under strict change governance and with minimal risk.

Key Tasks & Responsibilities

• Lead and line-manage the NOC team (Senior NOC Engineers and NOC Engineers).
• Plan and maintain 24/7 shift schedules, ensuring full coverage and resilience.
• Provide direction, set clear performance expectations, and maintain a high-performance, customer-focused culture.
• Oversee NOC monitoring and incident response to ensure timely detection and resolution of alerts.
• Act as the management escalation point during critical incidents, coordinating resources and communication as needed.
• Oversee NOC execution of standard, low-risk changes during out-of-hours maintenance windows.
• Ensure each change is backed by an approved runbook or change plan, proper change record/approvals, thorough pre-checks, live monitoring, and a clear rollback plan.
• Authorise go/no-go decisions for NOC-run changes on shift and escalate to on-call specialists if any deviation occurs.
• Track NOC operational KPIs (response times, MTTR, change success rate, etc.) and drive continuous improvement.
• Maintain strict adherence to Node4's change management and incident management processes.
• Assure quality of incident tickets and change records and ensure smooth shift handovers with no loss of context.
• Use data and incident/change trends to identify service risks or recurring problems.
• Implement improvement actions (e.g., tune monitoring thresholds, refine runbooks, or introduce automation) in collaboration with the wider team.
• Sponsor upskilling and knowledge-sharing initiatives to enhance NOC capabilities over time.
• Liaise closely with Network Support and Delivery teams.
• Ensure NOC involvement in scheduled changes is coordinated with those teams (e.g., when NOC acts as hands for a Network Delivery plan).
• Keep stakeholders informed of NOC activities and successes (like changes completed without incident) and integrate feedback to refine processes.
• Coach and mentor NOC staff.
• Provide ongoing feedback, conduct regular 1:1s, and support career progression (e.g., guiding engineers from reactive tasks towards proactive maintenance and automation).
• Foster an environment of accountability, trust, and professional development.

What will you bring?

• Proven experience in an IT support/operations environment, ideally in a network or infrastructure support function.
• Prior team lead or supervisory experience in a 24/7 or shift-based team is highly desirable.
• Strong understanding of network/infrastructure components (e.g., routing, switching, firewalls, server basics) and monitoring systems, sufficient to guide and validate the team's work.
• Not expected to be the design authority but must competently review technical plans (like change runbooks) and assess risk.
• Familiarity with ITIL processes, especially Change Management and Incident Management.
• Demonstrated ability to enforce process compliance in a fast-paced environment.
• Experience approving or overseeing changes and ensuring safe implementations is a significant advantage.
• Excellent communication skills with both technical staff and non-technical stakeholders.
• Comfortable providing executive-level updates during incidents or planned maintenance, and adept at managing customer expectations when needed.
• Track record of identifying operational inefficiencies or recurring issues and implementing solutions (process changes, training, automation).
• Ability to analyse data from tools (e.g., ServiceNow reports, alert trends) to inform decisions.

Key Skills & Attributes

• Leads by example under pressure – maintaining composure during major incidents or changes, and enforcing strict adherence to runbooks, change controls, and escalation protocols.
• Takes ownership of service outcomes, especially during out-of-hours activities.
• Ensures all changes executed by the NOC are well-governed and halts or escalates any that present unexpected risk.
• Continuously seeks ways to improve processes (both reactive and maintenance).
• Encourages a mindset of prevention (e.g., addressing recurring issues through planned changes) and empowers the team to initiate improvement ideas.
• Works transparently with other teams and management.
• Communicates clearly around planned NOC activities (like scheduled changes or incident status), and ensures any support needed from specialists is well-coordinated and timely.
• Supports the growth of individuals.
• Provides guidance on technical tasks and change execution, builds team confidence, and reinforces Node4's values – Nimble, Original, Driven, Engaged, and Made for More – in day-to-day operations.

What can we offer you?

• Hybrid Working
• Private Medical Insurance or Company Paid Health Cash Plan
• Employee Assistance Program
• 25 days holidays plus your birthday off
• Option to purchase additional holiday (up to 5 days)
• Company Pension Scheme
• Life Assurance x 4
• A diverse workforce
• Employee investment with Node4 training Academy
• Family savings and shopping discounts through the Node4 benefits portal.
• Discounted Gym Membership
• Modern facilities with open and welcoming breakout areas
• Company Social events
• Never ending supply of hot and cold drinks, biscuits, sweets, and fruit

Why join Node4?

Founded in 2004, Node4 has experienced exceptional growth and success over the years. From an office in Derby to locations nationwide and beyond. From three people to a workforce of over 900. We believe that our people are the driving force behind our success. We are a vibrant, passionate, and diverse team committed to providing exceptional service as standard. Node4 is the place to be if you are passionate about technology and providing exceptional service while developing your career within a welcoming and evolving company.