Enterprise Operations Center (EOC) Team Lead

Responsibilities

• Lead, schedule, and coach the L2 EOC team, ensuring adequate coverage, effective shift handovers, and consistent operational discipline.
• Own proactive monitoring across infrastructure and applications, including alert triage, threshold tuning, noise reduction, and event correlation.
• Act as the first responder and coordinator for operational incidents, resolving issues at L2 where possible and escalating to L3 teams and vendors with complete diagnostic information.
• Coordinate P1/P2 incidents with Service Delivery and Operations leadership and maintain stakeholder communication until service restoration.
• Ensure EOC tickets are handled within SLA through ServiceNow, including backlog, aging, and ticket quality management.
• Oversee routine infrastructure operations, including server patching, SCCM operational tasks, health checks, and data center racking and stacking.
• Oversee L2 application operations support for enterprise platforms such as 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.
• Drive continuous improvement through monitoring optimization, automation of recurring checks, and integration of lessons learned into Problem Management.

Requirements

• 6+ Yrs. of experience in IT Operations, NOC, or EOC environments, including at least 2 years leading an operations team or shift.
• Hands-on experience with enterprise monitoring, observability, and alert management tools.
• Solid working knowledge of network, systems, and data center operations with the ability to troubleshoot and resolve issues at L2.
• Strong understanding of Incident Management, escalation processes, ITIL practices, and SLA-driven operations.
• Experience working 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 communication skills in Arabic and English, with the ability to remain composed during major incidents.
• ITIL 4 Foundation – Required.
• CCNA or equivalent network certification – Preferred.
• Monitoring-tool certification, such as SolarWinds SCP – Preferred.
• Experience in managed services or outsourced operations is preferred.
• Experience building operational dashboards and reports in ServiceNow or monitoring platforms is preferred.
• Scripting/automation experience using PowerShell or Python is preferred.
• Experience working in 24/7 operations and on-call rotations is preferred.