Hybrid Operations Team Leader – Network & Infrastructure NOC

at ARO Technology

• Job title: Operations Team Leader – Network & Infrastructure NOC
• Job type: Full Time
• Experience level: Senior
• Salary: £50,000 - £58,000 per year
• Degree requirement: Professional Certificate
• Tech skills: Azure, Cloud, VMware
• Location requirements: Hybrid, Liverpool, United Kingdom

About the role

• Operations Team Leader overseeing Network Operations Centre for ARO, ensuring service stability and team coordination.

Responsibilities

• Provide hands-on support as required during peak demand, major incidents, or complex escalations, including active triage and coordination to restore service quickly.
• Maintain operational oversight of incidents, requests, and maintenance activities during the shift; ensure escalation triggers and comms are applied consistently.
• Coordinate operational support activities impacting data centre environments (e.g., access/remote hands coordination, platform availability, planned works impacts, and restoration activities), working with relevant internal teams and suppliers.
• Run structured shift handovers, ensuring accurate operational status, risks, and priorities are captured and transferred
• Coordinate shift rotas and resourcing, including short notice cover and adherence to handover discipline, to maintain effective 24/7 operational coverage.
• Act as the first-line management escalation point for operational issues (technical prioritisation, process adherence, ticket quality, customer impact), escalating to senior leadership / technical leadership where required.
• Lead the operational response to Major Incidents when required, ensuring clear stakeholder updates, escalation control, and timely service restoration (including out-of-hours).
• Coordinate planned maintenance execution via CAB (including patching / monitoring / resilience checks) within agreed windows, ensuring approvals, pre-requisites, risk/impact assessment, and stakeholder comms are in place.
• Monitor operational KPIs at shift level (e.g., response, resolution, backlog, SLA risk signals) and raise risks early.
• Support customer service review meetings (e.g., monthly/quarterly), providing operational performance input (KPIs, incident themes, improvement actions) and ensuring agreed actions are owned and tracked through to closure.
• Support pre-sales activities where required, providing operational input to solution design and service transition planning (e.g., support model, monitoring, on-call, documentation, and BAU readiness)
• Coach engineers on ticket quality, communications, and process adherence; contribute to training plans and progression inputs with line management.
• Participate in post-incident reviews and contribute operational evidence / timelines to RCA.
• Support compliance activity by ensuring operational records, audit trails, and evidence are produced through standard tooling and process.

Requirements

• Experience leading or supervising a technical operations, service desk, or NOC team in an MSP, ISP, or enterprise IT environment.
• Working knowledge of incident management, escalation, and ITIL-aligned operational practices.
• Ability to coordinate a multi-skill frontline team under time pressure, maintaining structure and clear communications.
• Operational understanding of common infrastructure and network platforms (e.g., VMware, Azure, Fortinet, Cisco, Veeam) sufficient to triage, prioritise, and escalate effectively.
• Experience supporting services within data centre environments (co-location or owned facilities), including operational considerations for availability, change windows, and coordinated restoration.
• Stakeholder Communication: Strong skills for internal coordination and operational customer updates.
• ITIL v4 Foundation certification.
• Experience supporting services across cloud and partner hosting environments.
• Experience in a 24/7 or shift-based environment.
• Exposure to regulated / governance-driven environments (e.g., ISO 27001 and NHS service contexts).
• Familiarity with BAU delivery frameworks and operational governance processes.
• Exposure to escalation coordination with Tier 3 / Technical Leads.
• Ability to contribute to process improvement, operational efficiency, and service quality initiatives.
• Hands-on experience with multi-vendor infrastructure environments, enhancing operational flexibility.

Benefits

• Company Pension Scheme and matching contributions
• Company Perks portal
• Private Medical insurance
• Life assurance
• 25 days holiday plus bank holidays plus holiday trading
• Your Birthday off, on us!
• Health Club and Wellbeing Scheme
• ARO Shares after 12 months employment
• Employee Assistance Programme
• Technical Training Academy and E-learning
• Hybrid working