Network Operations Centre Shift Lead

The Capita Network Operations Centre (NOC), based in Tannochside is looking for an experienced Team Leader to support an existing 24/7 Network Service Desk team. The ideal candidate will be experienced in leading a team of technical staff, focusing on client satisfaction whilst complying with Capita Network Services policies, procedures and best practices.

The NOC Shift Teams are fully ITIL aligned working alongside the Service Desk 1st, 2nd & 3rd Line Network Support Teams, Senior Engineers and the Service Delivery Management Team. The ideal candidate will need to be able to provide the highest levels of support to the team delivering mission-critical services as well as excellent customer service to a variety of Local Government and Public Sector clients.

The shift team have responsibility for being the first point of contact for our customers when they log a fault via the phone or email.  They work within strict SLA’s to provide timely resolutions within a 95% SLA.

Key Responsibilities:

• Ensure all tasks are allocated, owned and actioned across shifts - network monitoring, email and call handling, problem management etc
• Process leadership to support 24/7 shift team
• Support escalations of major incidents requiring senior management support
• Manage relationship and processes between the NOC and Third Party Suppliers via Monthly meetings
• Ensure that the customer is kept informed of the progress of the fault and the system is kept updated regularly
• Participate in the development and performance management of the shift team
• Drive continuous improvements in service
• Own operational handover to ensure all activity are actioned and communicated effectively

Required Skills/ Experience:

• Minimum 2+ years’ experience leading service teams within a technical environment
• Experience dealing with 3rd Party Suppliers, escalating where appropriate, to ensure timely resolution of issues across a wide range of services
• Ability to coordinate major Incidents, whilst ensuring BAU services continue to be supported to exacting SLA’s
• Excellent communication skills, both written and verbal, with proven ability to adapt as demands dictate
• Proven customer service experience
• Experience working in an ITIL environment and adhering to strict SLA’s
• Ability to deliver consistent performance in a high-pressure environment with excellent attention to detail
• Security Cleared or ability to achieve Security Clearance