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Enterprise Operations Center (EOC) Team Lead

MIS - Al Moammar Information Systems Co.
Riyadh Region, KSA
Full-time
Mid-Senior
Onsite
Discovered 4 weeks ago
IT operations, NOC, or EOCEnterprise monitoring and alert managementNetwork, systems, and data center operationsIncident Management and escalationITIL practicesServiceNow or equivalent ITSM

Full Job Posting

EOC leadership and operations

  • Lead, schedule, and coach the L2 EOC team, ensuring adequate coverage, effective shift handovers, and consistent operational discipline.
  • Own proactive infrastructure and application monitoring, including alert triage, threshold tuning, noise reduction, and event correlation.
  • Coordinate incident response, resolve issues at L2 where possible, and escalate to L3 teams and vendors with diagnostic information.
  • Coordinate P1/P2 incidents with Service Delivery and Operations leadership; maintain stakeholder communication until service restoration.
  • Manage EOC ticket backlog, aging, quality, and SLA performance through ServiceNow.
  • Oversee server patching, SCCM tasks, health checks, and data center racking and stacking.
  • Oversee L2 application operations support for Oracle ERP, Appian, SharePoint, and document management systems.
  • Maintain EOC runbooks, SOPs, monitoring catalogues, and escalation matrices.
  • Prepare daily and weekly operational reports and dashboards covering availability, alerts, incidents, and SLA performance.
  • Improve operations through monitoring optimization, automation of recurring checks, and lessons learned in Problem Management.

Experience and qualifications

  • At least 6 years of IT Operations, NOC, or EOC experience, including at least 2 years leading an operations team or shift.
  • Hands-on experience with enterprise monitoring, observability, and alert management tools.
  • Working knowledge of network, systems, and data center operations, including L2 troubleshooting.
  • Strong understanding of Incident Management, escalation, ITIL practices, and SLA-driven operations.
  • Experience with ServiceNow or an equivalent ITSM platform.
  • Good knowledge of Windows Server, SCCM, server patching, and data center operations.
  • Exposure to enterprise application operations, including Oracle ERP, Appian, and SharePoint.
  • Strong Arabic and English communication skills and composure during major incidents.
  • ITIL 4 Foundation certification is required.
  • CCNA or equivalent network certification is preferred; monitoring-tool certification such as SolarWinds SCP is preferred.
  • Managed services, dashboards and reporting, PowerShell or Python automation, and 24/7 or on-call experience are preferred.

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