NOC Manager (Arabic Speaker)

Overview

NOC & Call Center Manager

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.

Service Management & Performance

• Define, implement, and monitor KPIs such as:
• MTTR (Mean Time to Resolve)
• MTTA (Mean Time to Acknowledge)

• 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.

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.

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
• 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.

• Customer Satisfaction (CSAT)

• Staff productivity & schedule adherence

Reporting Structure

• Reports directly to

Head of IT (Deputy CTO / CTO)

• Dotted-line reporting to