NOC & Call Center

NOC & Call Center Manager

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.

Core Responsibilities

• Manage NOC operations (infrastructure, network, cloud monitoring) and Call Center operations(customer service, helpdesk).

• 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 (NOC) with ITSM/ticketing systems (Call Center).

• 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.

Required Experience

• 12+ years in IT operations, customer service, or service management.

• 5+ years in managing NOC, SOC, or Call Center operations.

Skills

• Strong command of ITIL, ISO 20000 for service operations.

• Leadership and staff development across technical and customer teams.

• Proficiency in NOC monitoring tools (Dynatrace, vROps, SolarWinds) and Call Center CRM/IVR systems.

• Crisis management and cross-functional stakeholder engagement.

• Arabic Language Business Proficiency

Certifications

• ITIL v4 Managing Professional (mandatory).

• PMP or PgMP (preferred).

• Customer Service/Call Center Operations certification (preferred).

Key Deliverables

• 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.

KPIs

• Service Availability & SLA compliance.

• MTTR / MTTA (technical incidents).

• First Call Resolution (FCR) & CSAT (customer support).

• Staff productivity and schedule adherence.

Reporting

Reports to Head of IT (Deputy CTO/CTO), with dotted-line reporting to Customer Experience leadership.