NOC & Call Center Manager
The NOC & Call Center Manager leads both the technical 24/7 Network Operations Center (NOC) and the customer-facing Call Center. This pivotal role bridges the gap between deep technical infrastructure monitoring and end-user support, ensuring seamless IT service delivery by unifying teams, monitoring tools, ITSM processes, and escalation workflows under a single operational umbrella.
Core Responsibilities
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.
Skills & Competencies
Frameworks & Governance
- Deep practical knowledge of ITIL v4 and ISO 20000 frameworks for service operations.
- Expertise in developing and maintaining Standard Operating Procedures (SOPs), operational Runbooks, and Event Categorization matrices.
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 (written and spoken) is required.
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.
Key Deliverables & KPIs
Unified Dashboards: Implementation of a single operational pane covering both NOC and Call Center performance.
SLA Compliance: Target infrastructure, network, and application uptime met or exceeded.
Executive Insights: Regular SLA, uptime, trend analysis, and CSAT performance reporting.
Technical Response: Minimal MTTR (Mean Time to Resolution) and MTTA (Mean Time to Acknowledge).
Workforce Optimization: Optimized shift schedules ensuring 100% headcount fulfillment and minimal burnout.
Customer Experience: High First Call Resolution (FCR) rates and consistently strong CSAT scores.
Post-Mortems: Comprehensive Incident, Problem Management, and RCA reports for critical outages.
Team Performance: High staff productivity indexes and strict schedule adherence.
