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Network Operations Centre 24/7 Shift Lead

February 25, 2026

Role: 24/7 Network Operations Centre (NOC) Shift Lead Hours: Rolling shift pattern 7am-7pm x 4 on 4 off repeated and then 7pm-7am x 4 on 4 off repeated. Location: Office based Belfast Capita’s Network Operations Centre (NOC) in Belfast, the Command Hub for critical network services—is looking for an experienced and proactive NOC Shift Lead to join our 24/7 operations team to join our centre of expertise. This is an opportunity to work at the heart of Capita’s technology ecosystem, where every shift matters. You’ll play a key role in delivering high quality service across a diverse portfolio of clients, including those supporting national infrastructure and essential services. As a Shift Lead in our fast paced command environment, you’ll combine technical expertise with strong leadership, helping to keep mission critical services running smoothly around the clock. You’ll guide a talented team, lead incident responses, and contribute to continuous improvement across the NOC—ensuring we stay ahead of emerging challenges and deliver exceptional customer experience every time. You’ll be right at the heart of the action—coordinating and driving the performance of your shift team in our fast paced Command Hub. You’ll take charge of keeping critical services running smoothly, ensuring incidents are resolved quickly and service levels stay consistently high. You’ll be the go to escalation point when challenges arise, leading the response with confidence and clarity. You’ll champion improvements, fine tune processes, and help shape the way the NOC operates. Along the way, you’ll build strong, collaborative relationships with teams across Capita and with external partners—playing a key role in delivering exceptional service to our clients. Eligibility for Security Clearance (SC minimum; NPPV3 preferred). At Capita, we live by our values: 🤝 Customer First, Always; 🧑💻 Fearless Innovation; ✅ Achieve Together; 💙 Everyone is Valued. These guide how we work, collaborate, and deliver exceptional results. Job Title: Network Operations Centre 24/7 Shift Lead Job Description: What we are looking for <ul><li>Proven experience leading technical service teams.</li><li>CCNA or equivalent required</li><li>Proven experience managing third‑party suppliers and escalations.</li><li>Ability to coordinate major incidents while maintaining BAU operations.</li><li>Experience working in ITIL environments and meeting strict SLA requirements. </li></ul>Key Skills & Behaviours <ul><li>Strong written and verbal communication skills, with the ability to adapt to changing demands.</li><li>Demonstrated commitment to delivering excellent customer service.</li><li>High attention to detail.</li><li>Ability to work effectively under pressure. </li></ul>What You’ll Also Need: <ul><li>Experience in high-pressure operational environments.</li><li>Proven track record in staff training and development.</li><li>ITIL Service Management certification. </li></ul>What You’ll Be Doing: Operations Team Duties <ul><li>Serving as the first point of contact for customer-reported faults via phone or email.</li><li>Providing remote support, including configuration and link checks for field engineers.</li><li>Monitoring network performance using SolarWinds and respond to alerts proactively.</li><li>Ensuring incidents are resolved within SLA targets and documented with meaningful updates.</li><li>Maintaining clear communication with customers throughout the fault resolution process.</li><li>Escalating issues appropriately to internal and external stakeholders.</li><li>Conducting root cause analysis for incidents and contribute to service improvement. </li></ul>Shift Lead Responsibilities <ul><li>Allocating and oversee tasks across the shift team, including monitoring, call handling, and incident management.</li><li>Providing process leadership and guidance to ensure consistent service delivery.</li><li>Supporting resolution of service incidents and advise team members to enhance knowledge and efficiency.</li><li>Managing escalations of major incidents and liaise with senior management as needed.</li><li>Contributing to team development, performance reviews, and training initiatives.</li><li>Driving continuous improvement and ensure SLA compliance (targeting 95%+ resolution rate).</li><li>Managing operational handovers and ensure outstanding issues are clearly communicated.</li><li>Maintaining regular updates to customers and ensure system records are accurate.</li><li>Collaborating with the Carrier Management team and third-party providers to uphold service standards.</li><li>Leading fault resolution calls and ensure all stakeholders are informed and aligned.</li><li>Identifying and implement improvements in network monitoring and operational processes. </li></ul>How This Role Aligns With Our Values Operations Team Duties In this role, you’ll put Customer First Always by acting as the first point of contact for customer‑reported faults, providing clear communication from start to resolution, and ensuring incidents are handled within SLA targets. You’ll Achieve Together with engineers and internal teams by delivering remote support, escalating issues appropriately, and collaborating on root cause analysis to strengthen service performance. Through proactive network monitoring and improvement initiatives, you’ll demonstrate Fearless Innovation, identifying better ways to prevent and respond to service issues. By documenting incidents accurately and maintaining positive relationships with all stakeholders, you’ll help ensure Everyone is Valued across the NOC environment. Shift Lead Responsibilities As a Shift Lead, you’ll Achieve Together by allocating tasks, guiding the shift team, managing handovers, and ensuring collaboration with third‑party providers and the Carrier Management team. You’ll champion Customer First Always by keeping customers informed, leading fault resolution calls, and ensuring service levels consistently meet expectations. You’ll support Fearless Innovation by driving process improvements, identifying opportunities to enhance monitoring and operational efficiency, and contributing to training and development. By supporting colleagues during incidents, contributing to performance reviews, and creating a supportive and structured environment, you’ll ensure Everyone is Valued across every shift. Join Capita – Where Innovation Meets Opportunity Capita is a dynamic leader in consulting and digital services, helping some of the UK’s most recognized organizations transform and thrive. We use cutting-edge technology and fearless innovation to create smarter, more efficient solutions that make a real difference. Our work spans diverse sectors—government, healthcare, education, and finance—offering you the chance to contribute to projects that impact millions of lives. At Capita, you’ll be part of a collaborative, forward-thinking team that values creativity, growth, and inclusion. We’re committed to your development and success, providing opportunities to learn, progress, and shape better outcomes for customers and communities. If you’re ready to make an impact and grow your career, Capita is the place for you. Check out our website www.capita.com What’s in it for you? <ul><li>💻 Office based – Belfast</li><li>💰 Salary £38,000pa plus 30% shift allowance </li><li>🌴 23 days’ holiday, rising to 27 (pro rata) – plus the option to buy more after qualifying period</li><li>❤️ Paid volunteering day with a charity of your choice</li><li>🍼 Generous family leave policies – including 15 weeks’ fully paid maternity, adoption, and shared parental leave</li><li>🚴♀️ Cycle2Work scheme, pension, life assurance, and more </li></ul>🤝 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 are committed to building a workforce that reflects the diversity of the communities we serve. As part of our strategic goals, we are focused on accelerating gender and ethnic representation in leadership roles. We warmly encourage applications from women and individuals from Black, Asian, and other ethnic minority backgrounds. 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. Location: Belfast , United Kingdom Time Type: Full time Contract Type: Permanent

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Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...

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