Shift Lead / Service Delivery Lead, Network Security Operations

Job Description

Building a network security operations team for a global managed network and security services provider. The team supports enterprise firewalls, SD-WAN, routers and Wi-Fi across about 100 countries.

The role. You run the team day to day and own service performance against the client’s SLAs. You are the client’s operational point of contact in India and the person who makes the transition from the current provider land smoothly.

• Duration: Contract/permanent
• Work Location: Mumbai/Pune

What you will do

• Run shift rosters, handovers and workload across L1, L2 and L3 for 24×7 cover.
• Own SLA, ticket ageing and quality; report weekly and monthly service metrics.
• Lead knowledge transfer and shadowing during transition, and sign off readiness to go live.
• Chair change approvals and major-incident bridges; manage escalations with ISPs, vendors and third-party providers.
• Drive service improvement: noise reduction, maintenance-window handling, runbook coverage and automation.
• Hire, coach and keep certifications current across the team.

What you need

• 10+ years in network or security operations, with 3+ years leading a managed-service team for an external client.
• Hands-on background on Cisco, Meraki, Palo Alto or Fortinet, enough to judge technical work.
• Strong ServiceNow and ITIL 4 practice: incident, problem, change and service-level management.
• Experience taking over a service from another provider.
• Clear, confident communication with UK and European stakeholders.

Certifications: ITIL 4 Foundation (required); CCNP or equivalent preferred.

Nice to have: SOC or security operations exposure; PMP or PRINCE2.

Thank you for your interest in this role. Please also share your CV at Shyam@lsarecruit.co.uk and if suitable, we will get in touch with you to discuss further.