Head of ISOC

Run the engine. Protect the platform. Lead from the front as Head of ISOC.

Intercity is looking for asenior operations leaderto head up ourIntegrated Network & Security Operations Centre (ISOC). This is a pivotal role for someone who understands howlarge-scale networks managed services and 24/7 operationsreally work and how security is embedded into resilient service delivery.

Youlllead both ourNetwork Operations Centre (NOC)andSecurity Operations Centre (SOC) ensuring our platforms areavailable performant and secure while developing high-performing teams and driving continuous improvement.This role is ideal for anetwork or service operations leaderwith strong security knowledge rather than a purely cyber-focused profile.

About the Role

As Head of ISOC you will own theday-to-day operational performanceofIntercityscustomerscorenetworkand securityservices fromavailability and incident response to security detection and escalation.

We arelooking forsomeonewhocanpivotoursupport services fromreactive to proactive.Youwillbringinnovativeideasand automationthatwilltransform our serviceandenableour customers andchannel partnerstosee the benefits of theservice.

Youllsit close to the operational front line leading teams throughlive incidents service challenges and growth while shaping how our NOC and SOC evolve as the business scales.

As a Head of ISOC:

• Lead and develop NOC and SOC teams responsible for 24/7 service monitoring and response.
• Develop implement andmaintainNOC processes runbooks escalation procedures and best practices
• Ensure network performance availability and fault resolution remainindustry-leading.
• Embed security operations as part ofoperational resilience not a standalone function.
• Act as senior incident commander during major outages or security events.
• Drive operational maturity through tooling automation and process optimisation.
• Have the vision to improve the service workingcloselywith the platform and product teams to enhance the service

Operational Leadership

• Lead mentor and grow high-performingnetwork and security operations teams.
• Build a culture of accountability learning and calm execution under pressure.
• Ensureappropriate resourcing shift coverage and skills depth across 24/7 operations.
• Have stronganalyticalandproblemsolvingabilitiesandbe able to interpretoperational metricsthathelpdrivedatabaseddecisions.

Network & Service Assurance

• Overseenetwork monitoring fault management and performance optimisation.
• Ensure rapid detection triage and resolution of incidents across network and cloud platforms.
• Own service KPIs includinguptime SLAs MTTD MTTR and incident recurrence.

Security Operations (Embedded Not Isolated)

• Oversee SOC detection escalation and response processes.
• Ensure security tooling and workflows support operational outcomes and customer assurance.
• Maintain effective incident response playbooks and escalation paths.

Incident & Crisis Management

• Act as escalation lead for high-impact incidents and service outages.
• Coordinate cross-team response with engineering vendors and customer-facing teams.
• Lead post-incident reviews focused on learning and prevention.

Strategy Tooling & Continuous Improvement

• Align NOC and SOC strategy with wider business and service priorities.
• Drive automation to reduce noise manual effort and response times.
• Manage budgets vendors and technology roadmap for monitoring and security tooling.

Governance & Reporting

• Ensure compliance with internal controls customer commitments and regulatory standards.
• Provide clear meaningful operational reporting to senior leadership.
• Work with the Customer Service team to develop clear and meaningful service reports for customers

WhatWereLooking For

This role suits anetwork-first operational leaderwho understands security as a core part of modern service delivery.

Experience

• 810 years innetwork infrastructure or service operations.
• At least 5 years in asenior operational leadership role.
• Proven experience leadingNOC teams ideally alongside SOC or security operations.

Strong background in:

• Routing switching firewalls VPNs load balancers(Fortinet JuniperCiscoArubaandCheck Point
• Enterprise and cloud networking(MicrosoftAzure)
• Operational incident and crisis management
• Solid understanding of SOC processes and tooling (SIEM EDR IDS/IPS) without being purely cyber-focused.Intercity utilises HALOPSA(ITSM)OpManagerNinijaOne(Monitoring)Security(Microsoft Sentinel)

Qualifications (Advantageous)

• Degree in Computer Science Networking IT or similar.
• ITILV4practitioner
• Certifications such asCCNP CISSP CISM(or equivalent experience).

Skills & Strengths

• Operations-first mindsetavailability and reliability come first.
• Calm decisive leader during incidents and service-impacting events.
• Metrics-driven with a strong grasp of service KPIs and operational health.
• Passionate aboutautomation tooling and reducing operational noise.
• Able to align technical operations with business priorities and customer outcomes.

What We Offer:

• 33 days holiday (inclusive of bank holidays) with entitlement increasing by one day for each full calendar year employed up to a maximum of five days.
• Annual pay reviews.
• Holiday buy scheme.
• All-company bonus scheme.
• Death in service cover.
• Employee assistance programme.
• Company pension.
• Active social calendar.
• A strong focus on developing our people.