NOC & Call Center Manager

Job Summary (List Format) NOC & Call Center ManagerLead 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.#J-18808-Ljbffr