NOC & Call Center Manager

The NOC & Call Center Manager leads both the technical 24/7 Network Operations Center (NOC) and the customer-facing Call Center. This pivotal role bridges the gap between deep technical infrastructure monitoring and end-user support, ensuring seamless IT service delivery by unifying teams, monitoring tools, ITSM processes, and escalation workflows under a single operational umbrella.

Core Responsibilities:

• Operational Leadership:

  • Manage daily operations for the 24/7 NOC (infrastructure, network, cloud, and application monitoring) alongside the Call Center (customer service, helpdesk, and user support).
  • Oversee 24/7/365 shift scheduling, rotation planning, and resource optimization to ensure uninterrupted operational coverage.
  • Drive the integration of NOC monitoring/alerting systems with Call Center CRM and ITSM ticketing platforms.

• Incident & Service Management:

  • Lead high-priority incident management, cross-functional escalation pathways, and facilitate Root Cause Analysis (RCA).
  • Define, monitor, and continuously improve performance metrics across both domains (e.g., MTTR, SLA uptime, AHT, FCR, and CSAT).
  • Oversee service transition activities, managing vendor handovers, and operationalizing new infrastructure or applications.

• Talent & Performance Management:

  • Provide leadership, mentorship, and clear career paths for L1 Operators, L2 Engineers, and Call Center Agents.
  • Generate actionable operational reports for executive leadership, identifying trends and driving Continuous Service Improvement (CSI) initiatives.

Required Experience:

• 8–10 years of progressive experience in IT Operations, NOC Management, Service Desk, Call Center, or IT Service Management (ITSM).
• Minimum 3–5 years in a dedicated management role directly overseeing NOC engineers, service desk agents, or technical support teams.
• Proven track record managing 24/7/365 high-availability environments, shift rotations, and critical incident escalations.
• Experience in service transition, vendor onboarding, or building operational capabilities is preferred.

Skills & Competencies:

• Frameworks & Governance:

  • Deep practical knowledge of ITIL v4 and ISO 20000 frameworks for service operations.
  • Expertise in developing and maintaining Standard Operating Procedures (SOPs), operational Runbooks, and Event Categorization matrices.

• Technical & Platform Proficiency:

  • Hands-on familiarity with enterprise monitoring ecosystems (e.g., Dynatrace, vROps, SolarWinds, Datadog) and Call Center CRM architectures.

• Soft Skills & Leadership:

  • Strong crisis management capabilities and people management skills tailored to both technical engineers and customer-centric support agents.

Language Requirements:

• Business proficiency in the Arabic language (written and spoken) is required.

Certifications:

• ITIL v4 Foundation (Intermediate or Expert level preferred).
• Customer Service or Call Center Operations certification (e.g., COPC, CIAC, or equivalent).
• Preferred technical certifications from Cisco (CCNA/CCNP), VMware (VCP), or Microsoft (Azure/Enterprise Administrator).
• Compliance knowledge or certification in ISO 20000 is a plus.

Key Deliverables & KPIs:

• Implementation of a unified operational dashboard for NOC and Call Center performance.
• Target infrastructure, network, and application uptime met or exceeded.
• Regular SLA, uptime, trend analysis, and CSAT performance reporting.
• Optimized shift schedules ensuring 100% headcount fulfillment and high First Call Resolution (FCR) rates.
• Comprehensive Incident, Problem Management, and RCA reports for critical outages.
• High staff productivity indexes and strict schedule adherence.