Network Operations Centre​/7 Shift Lead

Role Overview

24/7 Network Operations Centre (NOC) Shift Lead

Rolling shift pattern: 7am‑7pm x 4 on 4 off repeated and 7pm‑7am x 4 on 4 off repeated.

Office based in Belfast.

Capita’s Network Operations Centre (NOC) in Belfast, the Command Hub for critical network services, is looking for an experienced and proactive NOC Shift Lead to join our 24/7 operations team.

This is an opportunity to work at the heart of Capita’s technology ecosystem, where every shift matters. You’ll 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, you’ll combine technical expertise with strong leadership, helping to keep mission critical services running smoothly around the clock.

You’ll guide a talented team, lead incident responses, and contribute to continuous improvement across the NOC—ensuring we stay ahead of emerging challenges and deliver exceptional customer experience every time.

You’ll be at the heart of the action—coordinating and driving the performance of your shift team in our fast paced Command Hub. You’ll take charge of keeping critical services running smoothly, ensuring incidents are resolved quickly and service levels stay consistently high.

You’ll be the go to escalation point when challenges arise, leading the response with confidence and clarity. You’ll champion improvements, fine tune processes, and help shape the way the NOC operates.

Along the way, you’ll build strong, collaborative relationships with teams across Capita and with external partners—playing 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.

Network Operations Centre 24/7 Shift Lead

• 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.

• 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.

• Experience in high‑pressure operational environments.
• Proven track record in staff training and development.
• ITIL Service Management certification.

• 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 Solar Winds 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.

• Allocating and overseeing 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…