Capita is hiring a Network Operations Centre 24/7 Shift Lead to lead our shift team in Belfast. You will be responsible for ensuring high-quality service delivery and SLA compliance for multiple clients, including those supporting national infrastructure. This role involves overseeing shift operations, acting as a key escalation point, and driving process improvements.
What You'll Do
- Serve 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 to alerts proactively.
- Ensure incidents are resolved within SLA targets and documented with meaningful updates.
- Maintain clear communication with customers throughout the fault resolution process.
- Escalate issues appropriately to internal and external stakeholders.
- Conduct root cause analysis for incidents and contribute to service improvement.
- Allocate and oversee tasks across the shift team, including monitoring, call handling, and incident management.
- Provide process leadership and guidance to ensure consistent service delivery.
- Support resolution of service incidents and advise team members to enhance knowledge and efficiency.
- Manage escalations of major incidents and liaise with senior management as needed.
- Contribute to team development, performance reviews, and training initiatives.
- Drive continuous improvement and ensure SLA compliance (targeting 95%+ resolution rate).
- Manage operational handovers and ensure outstanding issues are clearly communicated.
- Maintain regular updates to customers and ensure system records are accurate.
- Collaborate with the Carrier Management team and third-party providers to uphold service standards.
- Lead fault resolution calls and ensure all stakeholders are informed and aligned.
- Identify and implement improvements in network monitoring and operational processes.
What We're Looking For
- Proven experience in leading technical service teams.
- Proven experience managing third-party suppliers and escalations.
- Ability to coordinate major incidents while maintaining BAU operations.
- Strong communication skills, both written and verbal, with adaptability to changing demands.
- Demonstrated customer service excellence.
- Experience working in ITIL environments and meeting strict SLA requirements.
- High attention to detail and ability to perform under pressure.
- Eligible for Security Clearance (SC minimum, NPPV3 preferred).
Nice to Have
- Experience in high-pressure operational environments.
- Proven track record in staff training and development.
- ITIL Service Management certification.
Technical Stack
- SolarWinds
Team & Environment
You will lead a shift team within a 24/7 Network Operations Centre.
Benefits & Compensation
- 23 days’ annual leave rising to 27 days holiday in time with the opportunity to buy extra leave.
- Company matched pension.
- Life assurance.
- 15 weeks’ fully paid maternity, adoption and shared parental leave.
- Paternity pay of two weeks.
- Volunteering for our charity partners or a cause of your choice - opportunity to take a paid day out of the office.
- Access to our Employee Network Groups.
- Opportunity to gain additional qualifications through our Learning Academy or apprenticeships.
Work Mode
This role is onsite in Belfast, Newtownabbey, United Kingdom.
We’re an equal opportunity and Disability Confident employer, which means we recruit and develop people based on their merit and passion. We’re committed to providing an inclusive, barrier-free recruitment process and working environment for everyone.
