Job Description

Job Summary (List Format) NOC & Call Center Manager
- Lead and manage both 24 7 Network Operations Center (NOC) and customer-facing Call Center operations.
- Ensure continuous IT service uptime and high-quality end-user support.
- Oversee infrastructure, network, and cloud monitoring, as well as customer service/helpdesk functions.
- Define, track, and report on KPIs such as MTTR, SLA uptime, Average Handle Time (AHT), First Call Resolution (FCR), and Customer Satisfaction (CSAT).
- Manage workforce scheduling, ensure 24 7 coverage, and plan staff rotations.
- Direct incident management, escalation processes, and communication during major incidents.
- Integrate monitoring tools (e.g., Dynatrace, vROps, SolarWinds) with ITSM and ticketing systems.
- Provide leadership, training, and career development for NOC operators, engineers, and call center agents.
- Deliver executive reports, unified operational dashboards, and drive ongoing service improvements.
- Ensure compliance with ITIL and ISO 20000 standards for service operations.
- Engage in crisis management and coordinate with cross-functional stakeholders.
- Prepare and present monthly reports on SLA, uptime, customer satisfaction, and incident/problem management.
- Optimize staff productivity, training, and schedule adherence.
- Maintain business proficiency in Arabic language.
Required Qualifications:
- 12+ years in IT operations, customer service, or service management.
- 5+ years managing NOC, SOC, or Call Center operations.
- ITIL v4 Managing Professional certification (mandatory).
- PMP/PgMP and Customer Service/Call Center Operations certifications (preferred).
Key Deliverables:
- Unified operational dashboards and monthly performance reports.
- Training programs, shift rotation, and workforce optimization plans.
- Comprehensive incident/problem management with root cause analysis.
Key Performance Indicators (KPIs):
- Service availability and SLA compliance.
- MTTR/MTTA for technical incidents.
- FCR and CSAT for customer support.
- Staff productivity and schedule adherence.

Skills Required