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
