About Node4
We are a united force driven by a single ambition; to deliver faster transformation, lower cost, and truly differentiated outcomes - we do this by bringing together our AI Augmented MSP platform, hybrid sovereign cloud solutions, deep Microsoft expertise and the Node4 People
We are:
Nimble – We focus on what matters most, adapt fast and embrace change
Original – We think differently, stay curious and innovate
Driven – We are bold, bring energy and own the outcome
Engaged – We operate as one, building strong relationships
4 More – We always go further for our people, customers and partners
About the role
Leads Node4’s Network Operations Centre, acting as the Derby control tower for 24*7 monitoring and incident response.
Accountable for day-to-day NOC performance, team leadership, and continuous improvement across both onshore and offshore NOC teams.
Ensures proactive detection, disciplined incident management, and consistent service outcomes aligned with the practice’s service strategy.
Works closely with Reactive Support, Network Delivery, and Architecture to reduce incident demand and improve end‑to‑end service outcomes.
Oversees the safe execution of pre-approved out-of-hours maintenance changes by the NOC, under strict change governance and with minimal risk
Key Tasks & Responsibilities
Lead and line-manage the NOC team (Senior NOC Engineers and NOC Engineers). Plan and maintain 24*7 shift schedules, ensuring full coverage and resilience. Provide direction, set clear performance expectations, and maintain a high-performance, customer-focused culture.
Oversee NOC monitoring and incident response to ensure timely detection and resolution of alerts. Act as the management escalation point during critical incidents, coordinating resources and communication as needed.
Oversee NOC execution of standard, low-risk changes during out-of-hours maintenance windows. Ensure each change is backed by an approved runbook or change plan, proper change record/approvals, thorough pre-checks, live monitoring, and a clear rollback plan. Authorise go/no-go decisions for NOC-run changes on shift and escalate to on-call specialists if any deviation occurs.
Track NOC operational KPIs (response times, MTTR, change success rate, etc.) and drive continuous improvement. Maintain strict adherence to Node4’s change management and incident management processes. Assure quality of incident tickets and change records and ensure smooth shift handovers with no loss of context.
Use data and incident/change trends to identify service risks or recurring problems. Implement improvement actions (e.g., tune monitoring thresholds, refine runbooks, or introduce automation) in collaboration with the wider team. Sponsor upskilling and knowledge-sharing initiatives to enhance NOC capabilities over time.
Liaise closely with Network Support and Delivery teams. Ensure NOC involvement in scheduled changes is coordinated with those teams (e.g., when NOC acts as hands for a Network Delivery plan). Keep stakeholders informed of NOC activities and successes (like changes completed without incident) and integrate feedback to refine processes.
Coach and mentor NOC staff. Provide ongoing feedback, conduct regular 1:1s, and support career progression (e.g., guiding engineers from reactive tasks towards proactive maintenance and automation). Foster an environment of accountability, trust, and professional development.
What will you bring?
Proven experience in an IT support/operations environment, ideally in a network or infrastructure support function. Prior team lead or supervisory experience in a 24*7 or shift-based team is highly desirable.
Strong understanding of network/infrastructure components (e.g., routing, switching, firewalls, server basics) and monitoring systems, sufficient to guide and validate the team’s work. Not expected to be the design authority but must competently review technical plans (like change runbooks) and assess risk.
Familiarity with ITIL…