Network Operations Lead

In this role you lead the Network Operations Centre team to deliver reliable, efficient network support and incident management. You will partner with the ITOC Management Team to implement standardised processes, monitor SLAs, and drive performance improvements. You’ll ensure the team has the right tools, training, and cross-training to maintain resilience, handle escalations, and resolve complex issues. This is a key leadership position in Europe’s largest privately-owned IT company, shaping service quality and operations.

• large company benefits
• broad flexible benefits scheme
• 2 paid-for volunteering days a year
• hybrid working
• core hours
• career development opportunities

• Assist in the escalation process from team members
• Support Operations for complex requirements
• Provide aligned resources to support key escalations from a technology perspective
• Aid pipeline management as required
• Report to SLT on performance, tickets, and success rates
• Identify training needs and organise within budget
• Conduct one-to-ones and team management reviews
• Ensure compliance with company policies and procedures
• Deliver excellent customer service standards
• Maintain deployed designs and delegate updates as needed

• A level of networking vendor certification is required, preferably CCNP or relevant experience
• Previous NOC Team lead responsibilities
• Team lead experience in a busy NOC environment
• Proven industry experience and strong technical background
• 5 years of experience in IT
• Detailed knowledge of the IT industry
• Understanding of managing a complex support role
• Good analytical skills
• Exposure to Cisco Catalyst Centre, ISE and Cisco SD-WAN Manager
• Awareness of automation trends and deployment methods
• Awareness or interest in AI-driven fault diagnosis and resolution
• Security clearances: Home Office Clearance, NPPV, SC

• Analytical thinking
• Customer-focused mindset
• Team leadership and people management
• Cisco Catalyst Centre
• Cisco ISE
• Cisco SD-WAN Manager