NOC & Call Center Manager

NOC & Call Center Manager

Operational Leadership

• **Dual-Domain Oversight:**
• Manage daily operations for the 24/7 NOC (infrastructure, network, cloud, and application monitoring) alongside the Call Center (customer service, helpdesk, and user support).
• **Workforce Management:**
• Oversee 24/7/365 shift scheduling, rotation planning, and resource optimization to guarantee uninterrupted operational coverage.
• **Process Integration:**
• Drive the tight integration of NOC monitoring/alerting systems with Call Center CRM and ITSM ticketing platforms for seamless incident handling.

Incident & Service Management

• **Incident & Crisis Command:**
• Lead high-priority incident management, orchestrate cross-functional escalation pathways, and facilitate Root Cause Analysis (RCA).
• **SLA & KPI Governance:**
• Define, monitor, and continuously improve performance metrics across both domains (e.g., MTTR, SLA uptime, AHT, FCR, and CSAT).
• **Service Transition:**
• Oversee service transition activities, managing vendor handovers and operationalizing new infrastructure or applications into the active monitoring environment.

Talent & Performance Management

• **Team Development:**
• Provide leadership, mentorship, and clear career paths for L1 Operators, L2 Engineers, and Call Center Agents.
• **Executive Reporting:**
• Generate actionable weekly, monthly, and ad-hoc operational reports for executive leadership, identifying trends and driving Continuous Service Improvement (CSI) initiatives.

Required Experience

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

Frameworks & Governance

• Deep practical knowledge of
• ITIL v4
• and

Iso 20000

• frameworks for service operations.
• Expertise in developing and maintaining

Standard Operating Procedures (SOPs)

Runbooks

Technical & Platform Proficiency

• **NOC/Monitoring Tools:**
• Hands-on familiarity with enterprise monitoring ecosystems (e.g., Dynatrace, vROps, SolarWinds, Datadog).
• **Call Center Technology:**
• Proficiency with modern Call Center CRM architectures, IVR routing systems, and telephony platforms.

Soft Skills & Leadership

• Strong crisis management capabilities with the ability to maintain composure and lead cross-functional stakeholders under high-pressure scenarios.
• Exceptional people management and coaching skills tailored to both deeply technical engineers and customer-centric support agents.
• **Language:**
• Business proficiency in the

Arabic Language

Certifications Required

• **ITIL v4 Foundation**
• (Intermediate or Expert level preferred).
• **Customer Service or Call Center Operations**
• certification (e.g., COPC, CIAC, or equivalent).

Preferred

• **Technical Certifications:**
• Relevant certifications from Cisco (CCNA/CCNP), VMware (VCP), or Microsoft (Azure/Enterprise Administrator).
• **Compliance:**
• ISO 20000 lead implementer/auditor knowledge or certification.

Unified Dashboards

SLA Compliance

Executive Insights

Technical Response

Workforce Optimization

Customer Experience

Post-Mortems

Team Performance