L2/3 NOC Team Lead

About us: Wifinity was founded in 2007 to solve a problem—our armed forces were struggling with reliable connectivity. While living in barracks, often in remote locations, ordering a landline and booking in an engineer just wasn’t an option. And that problem isn’t exclusive to the military, either. Students living in University accommodation, families visiting holiday resorts, or living in shared accommodation and retirement communities. Conventional home broadband doesn’t always work for them. Wifinity is different. We offer the same benefits as traditional broadband, such as super-fast speeds, WiFi, and secure and private networks, but none of the downsides. We even offer Pay As You Go and flexible contracts, so customers only pay for what they need without hefty penalties or long contract terms. We take the complexity out of connectivity. The opportunity: The NOC L2/3 Team Lead is responsible for leading a team of highly skilled NOC engineers, ensuring the effective management of incidents, changes, and service requests across complex network environments. This role provides both technical leadership and operational oversight, ensuring that the team delivers high‑quality support, meets SLA targets, and maintains a culture of accountability, collaboration, and continuous improvement. You will act as the escalation point for complex technical issues, guide engineers through troubleshooting and resolution, and ensure that processes, standards, and governance frameworks are consistently applied. This role is critical in maintaining network stability, driving operational excellence, and supporting the wider NETOPS function. Key areas of focus: Joining our Network Operations department, you will be responsible for leading the technical network Engineering function who hold responsibility for technical network performance, complex troubleshooting, Technical Change Management and providing managed service support to our customers. The role will oversee both reactive “break-fix” response and also pro-active network maintenance. Team Leadership & Performance Lead, coach, and develop L2/3 NOC engineers, ensuring high performance and technical capability. Provide day‑to‑day guidance, mentoring, and support to engineers handling complex incidents. Conduct regular 1:1s, performance reviews, and skills assessments to support growth and capability uplift. Foster a culture of ownership, accountability, and continuous improvement. Operational Management Oversee the L2/3 workload, ensuring effective prioritisation and resource allocation. Ensure the team meets SLA and KPI targets through proactive monitoring and intervention. Maintain operational awareness of dashboards, alerts, and incident queues, ensuring timely action. Ensure adherence to escalation paths, incident management processes, and change governance. Coordinate with the Technical Controller, NOC L1 TL, Field Engineering, and other operational teams to maintain service continuity. Incident & Problem Management Act as the senior technical escalation point for complex incidents and service‑impacting events. Lead technical investigations, ensuring root cause analysis and permanent fixes are identified. Support the NOC Management team during P1s and Major Incidents, providing technical direction and coordination. Drive problem management activities, identifying recurring issues and contributing to long‑term remediation. Technical Leadership Provide expert guidance on WAN, WiFi, routing, switching, and network infrastructure. Support engineers with advanced troubleshooting, diagnostics, and fault isolation. Ensure technical documentation, runbooks, and knowledge articles are accurate and up to date. Contribute to the development of new processes, tools, and operational improvements. Collaboration & Stakeholder Engagement Work closely with Engineering, core/platform, Service Management, and Field teams to resolve complex issues. Support cross‑functional initiatives that improve network reliability and operational efficiency. Communicate clearly with internal stakeholders regarding incident progress, risks, and outcomes. Governance & Continuous Improvement Ensure compliance with ITIL processes, including Incident, Problem, and Change Management. Identify process gaps, inefficiencies, or failure points and drive remediation. Support the development and refinement of operational dashboards and reporting. Promote best practices, quality standards, and consistent ways of working across the NOC. About you: You are a calm, structured, and decisive operator who thrives in a high‑paced environment. You enjoy coordinating activity, solving operational puzzles, and ensuring the right work gets the right attention at the right time. You balance technical understanding with strong organisational and communication skills. We are looking for someone who: Has experience working within a NOC or technical operations environment. Understands incident management, prioritisation, and escalation processes. Communicates clearly and confidently across teams. Can quickly assess urgency and make informed decisions under pressure. Is comfortable influencing without direct line management responsibility. Has strong organisational skills and attention to detail. Has excellent analytical abilities Your experience: Experience in a technical operations, NOC, or service desk environment. Demonstrable ability to manage incidents, prioritise workloads, and coordinate cross‑team activity. Experience working with dashboards, monitoring tools, and ticketing systems. Understanding of network operations, incident lifecycles, and SLA‑driven environments. Familiarity with ITIL principles. Nice to have: Networking certifications such as CompTIA or CCNA equivalent Vendor Certifications (Cisco, Ruckus, Juniper etc…) We offer a competitive salary and benefits package which includes an ‘Annual Leave Buy & Sell Scheme’, in addition to a remote first working environment, allowing our employees more flexibility when it comes to the importance of a healthy work / life balance. Please be aware that the successful applicant to this role will receive an offer which is subject to the satisfactory completion of a basic level DBS check. At Wifinity we are committed to providing a positive environment in which individuals do not encounter bullying or harassment on the basis of protected characteristics which are identified by law (including sexual harassment).We are committed to treating candidates and employees with courtesy, dignity and respect. This advert can be available in other formats (upon request) for those who require it, please contact [email protected] for assistance.