We are seeking an experienced and results-driven NOC & Call Center Manager to lead and integrate our 24×7 Network Operations Center (NOC) and Customer Call Center operations. This leadership role is responsible for ensuring high service availability, operational excellence, and superior customer experience by managing technical infrastructure monitoring and end-user support under a unified service management framework. The ideal candidate will possess strong operational leadership experience, deep knowledge of IT service management frameworks, and proven expertise in managing both technical and customer-facing teams.
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Key Responsibilities:
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Operational Leadership
- Oversee 24×7 NOC operations including infrastructure, network, and cloud monitoring.
- Manage Call Center operations including customer service, helpdesk, and incident logging.
- Ensure seamless integration between monitoring tools and ITSM/ticketing systems.
- Develop and maintain a unified operational dashboard covering NOC and Call Center performance.
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Service Management & Performance
- Define, implement, and monitor KPIs such as MTTR (Mean Time to Resolve), MTTA (Mean Time to Acknowledge), SLA Compliance & Service Availability, AHT (Average Handling Time), FCR (First Call Resolution), and CSAT (Customer Satisfaction).
- Lead incident management, escalation handling, and major incident communication.
- Drive root cause analysis (RCA) and continuous service improvement initiatives.
- Ensure compliance with ITIL and ISO 20000 service management standards.
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Workforce & Team Management
- Plan workforce scheduling and 24×7 shift rotations to ensure uninterrupted coverage.
- Lead, mentor, and develop L1 Operators, L2 Engineers, and Call Center Agents.
- Establish structured training programs and career progression pathways.
- Optimize staffing models and productivity metrics.
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Reporting & Governance
- Prepare executive-level reports on SLA performance, uptime, and customer satisfaction.
- Present monthly operational reviews to senior management.
- Collaborate with IT leadership and Customer Experience teams to enhance service delivery.
Required Experience:
- Minimum 12+ years of experience in IT operations, service management, or customer service environments.
- At least 5+ years in a leadership role managing NOC, SOC, or Call Center operations.
- Demonstrated experience managing 24×7 operational environments.
Required Skills & Competencies:
- Strong command of ITIL framework and ISO 20000 standards.
- Proven leadership across both technical and customer-facing teams.
- Hands-on experience with NOC monitoring tools such as Dynatrace, VMware vRealize Operations, and SolarWinds.
- Familiarity with Call Center CRM and IVR systems.
- Excellent crisis management and stakeholder communication skills.
- Strong analytical and reporting capabilities.
- Arabic language proficiency (business level) is mandatory.
Certifications:
- ITIL v4 Managing Professional (Mandatory).
- PMP or PgMP (Preferred).
- Customer Service or Call Center Operations Certification (Preferred).
Key Deliverables:
- Unified performance dashboard covering NOC and Call Center metrics.
- Monthly SLA, uptime, MTTR, FCR, and CSAT reports.
- Workforce optimization and shift rotation plans.
- Incident and problem management reports with documented RCA.
- Continuous improvement roadmap for service excellence.
KPIs:
- Service Availability & SLA Compliance.
- MTTR / MTTA.
- First Call Resolution (FCR).
- Customer Satisfaction (CSAT).
- Staff productivity & schedule adherence.
Reporting Structure:
- Reports directly to Head of IT (Deputy CTO / CTO).
- Dotted-line reporting to Customer Experience Leadership.
