Job description
Job Description
Vanrath are delighted to be working with a large, established organisation operating mission-critical, 24/7 services and is hiring a NOC Shift Lead to join an existing operations team. This is a key leadership role within a live operational environment, responsible for overseeing shift performance, incident management, and service delivery across multiple customers.
Competitive salary (dependent on experience)
24/7 rolling shift pattern (days and nights)
On-site operational role
Structured shift handover and operational support
Clear development and progression opportunities
You will be part of a highly skilled operations function responsible for maintaining the availability and performance of critical network services. The organisation is committed to delivering high-quality, customer-focused support and continuous service improvement within a structured service management environment.
As a NOC Shift Lead, you will oversee day-to-day shift operations, act as a senior escalation point, and ensure incidents are managed effectively and within agreed service levels. You will support and guide team members, coordinate major incidents, and work closely with internal teams and third-party providers to maintain service excellence.
The Role
Act as the first point of contact for customer-reported incidents via phone and email.
Provide remote technical support, including configuration and connectivity checks for field teams.
Monitor network performance using enterprise monitoring tools and respond proactively to alerts.
Ensure incidents are resolved within agreed SLAs with accurate, meaningful documentation.
Maintain clear and consistent communication with customers during incident resolution.
Escalate issues appropriately to internal teams and external suppliers.
Perform root cause analysis and contribute to service improvement initiatives.
Allocate and manage workloads across the shift team.
Provide leadership, guidance, and technical support to team members.
Manage major incidents and coordinate escalation calls with stakeholders.
Ensure effective shift handovers and clear communication of outstanding issues.
Drive continuous improvement and support compliance with service targets.
The Person
Proven experience leading technical or operational support teams.
Experience managing third-party suppliers and service escalations.
Strong incident coordination skills, including major incident management.
Excellent written and verbal communication skills.
Demonstrated commitment to customer service excellence.
Experience working within structured service management frameworks (e.g. ITIL).
Ability to work effectively in high-pressure, 24/7 operational environments.
High attention to detail and ability to manage competing priorities.
Eligible to obtain required background or security clearance.
Desirable
Experience working in a Network Operations Centre or similar environment.
Proven experience in coaching, mentoring, or developing team members.
Service management certification.
