Head of ISOC

About The Role

Run the engine. Protect the platform. Lead from the front as Head of ISOC.

Intercity is looking for a senior operations leader to head up our Integrated Network & Security Operations Centre (ISOC). This is a pivotal role for someone who understands how large‑scale networks, managed services, and 24/7 operations really work and how security is embedded into resilient service delivery. You’ll lead both our Network Operations Centre (NOC) and Security Operations Centre (SOC), ensuring our platforms are available, performant, and secure, while developing high‑performing teams and driving continuous improvement.

This role is ideal for a network or service operations leader with strong security knowledge, rather than a purely cyber‑focused profile.

As Head of ISOC, you will own the day‑to‑day operational performance of Intercity’s customers core network and security services from availability and incident response to security detection and escalation. We are looking for someone who can pivot our support services from reactive to proactive. You will bring innovative ideas and automation that transforms our service and enables our customers and channel partners to see the benefit of the service.

You’ll sit close to the operational front line, leading teams through live incidents, service challenges, and growth, while shaping how our NOC and SOC evolve as the business scales.

As a Head Of ISOC you will:

• Lead and develop NOC and SOC teams responsible for 24/7 service monitoring and response.
• Develop, implement, and maintain NOC processes, runbooks, escalation procedures, and best practices.
• Ensure network performance, availability, and fault resolution remain industry leading.
• Embed security operations as part of operational resilience, not a standalone function.
• Act as senior incident commander during major outages or security events.
• Drive operational maturity through tooling, automation, and process optimisation.
• Have the vision to improve the service working closely with the platform and product teams to enhance the service.

• Lead, mentor, and grow high‑performing network and security operations teams.
• Build a culture of accountability, learning, and calm execution under pressure.
• Ensure appropriate resourcing, shift coverage, and skills depth across 24/7 operations.
• Have strong analytical and problem‑solving abilities and be able to interpret operational metrics that help drive data‑based decisions.

• Oversee network monitoring, fault management, and performance optimisation.
• Ensure rapid detection, triage, and resolution of incidents across network and cloud platforms.
• Own service KPIs including uptime, SLAs, MTTD, MTTR, and incident recurrence.

• Oversee SOC detection, escalation, and response processes.
• Ensure security tooling and workflows support operational outcomes and customer assurance.
• Maintain effective incident response playbooks and escalation paths.

• Act as escalation lead for high‑impact incidents and service outages.
• Coordinate cross‑team response with engineering, vendors, and customer‑facing teams.
• Lead post‑incident reviews focused on learning and prevention.

• Align NOC and SOC strategy with wider business and service priorities.
• Drive automation to reduce noise, manual effort, and response times.
• Manage budgets, vendors, and technology roadmap for monitoring and security tooling.

• Ensure compliance with internal controls, customer commitments, and regulatory standards.
• Provide clear, meaningful operational reporting to senior leadership.
• Work with the Customer Service team to develop clear and meaningful service reports for customers.

This role suits a network‑first operational leader who understands security as a core part of modern service delivery.

• 8–10+ years in network, infrastructure, or service operations.
• At least 5 years in a senior operational leadership role.
• Proven experience leading NOC teams, ideally alongside SOC or security operations.

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