Network Operations Centre 24/7 Shift Lead

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 you’ll be doing:

Operations Team Duties

• 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.

Shift Lead Responsibilities

• 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 are 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).

Desirable Skills

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

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?

• 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…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.