NOC & Call Center Manager VaporVM

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.

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