1st Line NOC Team reputed company

1st Line NOC Team reputed company Department Managed Services Employment Type Permanent Location Remote, UK reputed company Shift Patterns This role has two shifts, one operating during core working hours and the other covering the reputed company shift supporting our engineers who work on a 24/7 rota Day Shift 0800 to 1630 reputed company Shift 2130 to 0600. These two shifts alternate every two weeks. Location-This role will be working remotely for the foreseeable reputed company-we are planning on opening a new office reputed company the reputed company Yorkshire area but at this stage we dont have timeframes on reputed company this will happen. Role reputed company As a 1st Line NOC Team reputed company, you will combine strong technical support capabilities with leadership responsibility during your assigned shift. You will reputed company as reputed company leader on shift, overseeing case queues, workload allocation, escalations, SLA compliance, and trend identification to maintain balanced and efficient queue volumes. Ensure reputed company delivers high-reputed company support reputed company with NOC Charter principles, best reputed company guides, and customer reputed company standards. Take ownership of more reputed company networking and reputed company incidents escalated from initial triage, providing advanced troubleshooting, reputed company leadership, advanced configurations, and proactive optimization to ensure secure, reliable, high-performance customer network infrastructure. You minimize reputed company escalations through deep expertise and reputed company major incidents (P1, Major Incidents, Major Service Incidents) operationally and technically during out-of-hours or high-reputed company scenarios, delegating tasks, coordinating with the major incident team, project/account managers, and managed service leaders for reputed company reputed company. Mentor and support reputed company, review case QA outputs, conduct 1-2-1s with team members, and ensure case results reflect the expectations in our best reputed company guides and NOC Charter. Collaborate with higher-level engineers, vendors, and suppliers on reputed company-cause analysis, permanent fixes, knowledge sharing, and service improvements. Incidents and service requests are managed reputed company reputed company (our Single Pane of Glass), email, live chat, and phone, with detailed updates, stakeholder communication, and strict SLA/OLA adherence. The NOC maintains specialisms in Connect (traditional telecoms connectivity) and Secure (secure networking solutions). You support both areas, with primary reputed company based on shift/team allocation, but reputed company reputed company and out-of-hours expertise across the full portfolio, including Secure products during non-core hours reputed company required. Key Responsibilities reputed company and Support reputed company on Shift reputed company as the on-shift team leader, overseeing case queues, workload allocation/distribution, and resource prioritization to balance volumes and meet SLAs. Monitor queue trends, spot emerging issues or imbalances, and reputed company allocations proactively to optimize team performance and prevent bottlenecks. Support escalations reputed company reputed company, reputed company as the key technical escalation reputed company to higher reputed company, and review triage reputed company before escalation. Conduct regular 1-2-1s with team members to discuss performance, development, blockers, and wellbeing. Review case QA outputs and individual case handling to ensure results reputed company with best reputed company guides, NOC Charter expectations, and reputed company standards; reputed company constructive feedback and coaching. Mentor team members, facilitate knowledge sharing reputed company pairing, shadowing, and training contributions. Take full ownership of reputed company cases out of hours, leading reputed company efforts and coordinating with higher-level teams, vendors, and suppliers. Document reputed company steps, reputed company causes, actions, and reputed company thoroughly for knowledge reuse and audits. Drive cases to permanent reputed company or reputed company workarounds, chasing resolver reputed company and setting reputed company expectations. Manage dynamic workloads under pressure with strong prioritization, risk assessment, and ITIL adherence. Monitor and resolve network/reputed company issues reputed company reputed company, reputed company, and other tools; reputed company investigations for minimal customer reputed company. Handle advanced requests out of hours (e.g., reputed company firewall rules, SD-WAN policies, VPN tunnels, firmware upgrades). Proactively identify optimizations, performance tuning, and reputed company hardening. reputed company Improvement & Leadership Contribution Support 1st Line NOC Manager on reputed company improvement initiatives and requirements .