We are seeking an experienced and dynamic NOC & Call Center Operations Manager to lead and integrate our 24×7 Network Operations Center (NOC) and customer-facing Call Center operations. The ideal candidate will ensure high service availability, operational efficiency, and exceptional customer experience through strong leadership, process optimization, and performance management.

Key Responsibilities

Oversee end-to-end operations of the Network Operations Center (NOC) and Call Center, ensuring seamless coordination between technical monitoring and customer support functions.
Monitor infrastructure, network, and cloud environments using advanced NOC tools while ensuring effective handling of customer service requests and helpdesk operations.
Define, track, and optimize KPIs such as MTTR, MTTA, SLA compliance, AHT, FCR, and CSAT.
Manage 24×7 workforce scheduling, shift rotations, and resource allocation to ensure uninterrupted service delivery.
Lead incident management, escalation processes, and major incident communications with stakeholders.
Ensure integration between monitoring tools and ITSM/ticketing systems for unified service operations.
Develop and mentor teams including L1 Operators, L2 Engineers, and Call Center Agents, fostering a culture of continuous improvement.
Prepare and present executive reports on operational performance, service levels, and customer satisfaction.
Drive process improvements aligned with ITIL best practices and service management frameworks.

Required Experience

Minimum 12+ years of experience in IT operations, service management, or customer support environments.
At least 5+ years in a leadership role managing NOC, SOC, or Call Center operations.
Proven experience in handling 24×7 operational environments and large teams.

Skills & Competencies

Strong expertise in ITIL-based service management and operational frameworks (ISO 20000 knowledge preferred).
Hands-on experience with NOC monitoring tools such as Dynatrace, vROps, SolarWinds.
Familiarity with Call Center technologies (CRM, IVR, ticketing systems).
Excellent leadership, team management, and stakeholder communication skills.
Strong analytical and problem-solving abilities, especially during high-pressure situations.
Ability to manage cross-functional teams and align technical and customer service objectives.
Arabic language proficiency (business level) is required.

Certifications (Mandatory & Preferred)

ITIL v4 Managing Professional – Mandatory
PMP or PgMP – Preferred
Customer Service / Call Center Operations Certification – Preferred

Key Deliverables

Unified dashboard covering NOC and Call Center performance metrics
Monthly reports on SLA compliance, uptime, and customer satisfaction
Workforce planning including shift rotations and productivity optimization
Detailed incident and problem management reports with root cause analysis (RCA)

Key Performance Indicators (KPIs)

Service Availability & SLA Compliance
MTTR / MTTA for technical incidents
First Call Resolution (FCR) & Customer Satisfaction (CSAT)
Team productivity and schedule adherence

Reporting Structure

Reports directly to Head of IT (Deputy CTO/CTO)
Dotted-line reporting to Customer Experience Leadership

VaporVM

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