Network Operations Centre 24/7 Shift Lead
Job ID: 10112639
Newtownabbey
Permanent
Office Based
Capita’s Network Operations Centre in Belfast is seeking an experienced and proactive NOC Shift Lead to support its 24/7 operations team. This role is critical to ensuring the delivery of high-quality service across multiple clients, including those supporting national infrastructure. The ideal candidate will bring strong technical expertise, leadership capability, and a commitment to customer excellence within a shift-based environment.
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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 will act as a key escalation point, drive process improvements, and maintain strong relationships with internal and external stakeholders.
Job Description
As part of our commitment to building an inclusive and diverse workforce, we would particularly welcome applications from people who are from Black, Asian and other ethnic minority backgrounds.
Role Level – B
Rolling shift pattern 7am-7pm x 4 on 4 off repeated and then 7pm-7am x 4 on 4 off repeated.
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 will act as a key escalation point, drive process improvements, and maintain strong relationships with internal and external stakeholders
What we are looking for:
Essential:
- Ideally holds or is seeking Cisco CCNA or Juniper JNCIA certification.
- Experienced working within an ITIL based Service environment with ITIL knowledge – ideally certified to a minimum of Foundation level.
In addition you will also have:
- Excellent communication and customer service skills.
- Ability to interpret complex technical requests and ensure that all relevant detail is captured in order to progress request.
- 2nd line engineers will also need to demonstrate an ability to troubleshoot and resolve more complex network issues that 1st line engineers are unable to resolve.
What you will be doing:
- Monitoring network performance metrics, such as latency, packet loss, and throughput, to identify any issues or anomalies. Verify Priority and reallocate as necessary
- Performing technical configurations and troubleshooting faults on devices including routers, switches, firewalls etc. Ensure appropriate and timely progression through to resolution
- Escalation of complex issues to higher-level engineers or vendors for resolution, providing detailed information on issues and any troubleshooting steps taken
- Ensuring all support requests are updated regularly, customers are informed of progress regularly, and where required conduct handovers to 24/7 shift-based colleagues.
About Capita
Capita is an outsourcer, helping clients across the public and private sectors run complex business processes more efficiently, creating better consumer experiences. Operating across 8 countries, Capita’s 34,000 colleagues support primarily UK and European clients with people-based services underpinned by market-leading technology. We’re a vital support service for our clients, enabling the everyday interactions that we expect to run seamlessly, to run seamlessly.
Check out our website www.capita.com for more information
What’s in it for you?
- Opportunity to progress your career
- company matched pension, life assurance, 15 weeks’ fully paid maternity, adoption and shared parental leave, paternity pay of two weeks…and plenty more
- 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, which represent every strand of diversity and allow colleagues to connect and learn from each other on an open, inclusive platform
- opportunity to gain additional qualifications through our Learning Academy or apprenticeships to help develop your career
Unlock Your Potential with Capita
At Capita, your career can take you wherever your ambition leads. You'll become part of a diverse network of talented, forward-thinking professionals working across a wide range of disciplines and sectors. We’re committed to your growth — offering endless opportunities to expand your skills, explore new paths, and advance your career.
Join us and discover a career with purpose. #CareersWithPurpose
🤝 Customer first, always🧑💻 Fearless innovation✅ Achieve together💙 Everyone is valued
What we hope you’ll do next:
Choose ‘Apply now’ to fill out our short application, so that we can find out more about you.
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. If you need the job description or application form in an alternative format (such as large print or audio), or if you’d like to discuss other changes or support you might need going forward, please email reasonableadjustments@capita.com and we’ll get back to you. For more information about equal opportunities and process adjustments, please visit the Capita Careers website.
About us
Capita is a consulting, transformation and digital services business. We deliver innovative solutions and simplify the connections between businesses and customers, governments and citizens. We're driven by our purpose: to create better outcomes – for our employees, clients and customers, suppliers and partners, investors, and society. We're committed to being a responsible business – in how we operate, serve society, respect our people and the environment, and deliver attractive returns to our investors.
Every day we help millions of people, by delivering innovative solutions to transform and simplify the connections between businesses and customers, governments and citizens. We partner with clients and provide them with the insight and cutting-edge technologies that give time back, allowing them to focus on what they do best and making people’s lives easier and simpler. We operate in the UK, Europe, India and South Africa and currently have 55,000 talented people working in our three divisions: Capita Experience, Capita Public Service and Capita Portfolio.
