NOC & Call Center Manager

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.
Key Skills
Feed,Customer Service,Apache Tomcat,ABAP,Application Development,Front Office
Employment Type : Full Time
Experience: years
Vacancy: 1