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NOC & Call Center Manager
Job Description & How to Apply Below
Position Summary:
The NOC & Call Center Manager leads both the technical 24/7 Network Operations Center and the customer-facing Call Center. This role ensures IT service uptime and excellent end-user support by managing teams, tools, processes, and escalations under one umbrella.
- Manage NOC operations, infrastructure, network, cloud monitoring, and Call Center operations.
- Define and monitor KPIs across both domains: MTTR, SLA uptime, AHT, FCR, CSAT.
- Oversee workforce scheduling, 24/7 coverage, and rotation planning.
- Lead incident management, escalation handling, and major incident communication.
- Ensure integration of monitoring tools with ITSM ticketing systems.
- Provide leadership, training, and career paths for L1 Operators, L2 Engineers, and Call Center Agents.
- Generate executive reports for management and drive continuous service improvement.
- 12 years in IT operations, customer service, or service management.
- 5 years managing NOC, SOC, or Call Center operations.
- Strong command of ITIL, ISO 20000, and service operations.
- Leadership and staff development across technical and customer teams.
- Proficiency in NOC monitoring tools (Dynatrace, vROps, Solar Winds) and Call Center CRM/IVR systems.
- Crisis management and cross‑functional stakeholder engagement.
- Arabic language business proficiency.
- ITIL v4 Managing Professional – mandatory.
- PMP or PgMP – preferred.
- Customer Service Call Center Operations certification – preferred.
- Unified operational dashboard covering NOC and Call Center performance.
- Monthly SLA uptime and customer satisfaction reports.
- Staff training, shift rotation plans, and workforce optimization schedules.
- Incident and problem management reports with root cause analysis.
- Service Availability & SLA compliance.
- MTTR, MTTA for technical incidents.
- First Call Resolution (FCR).
- CSAT for customer support.
- Staff productivity and schedule adherence.
Reporting:
Reports to Head of IT, Deputy CTO, and CTO with dotted‑line reporting to Customer Experience leadership.
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