NOC Manager (Arabic Speaker)
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Key skills for this role
About the Role
VaporVM is seeking an experienced NOC & Call Center Manager to lead 24x7 operations, ensuring high service availability and customer experience. The role requires 12+ years in IT operations with 5+ years in leadership, ITIL expertise, and Arabic proficiency.
Key Skills for This Role
Responsibilities
- Oversee 24×7 NOC operations including infrastructure, network, and cloud monitoring
- Manage Call Center operations including customer service, helpdesk, and incident logging
- Ensure seamless integration between monitoring tools and ITSM/ticketing systems
- Develop and maintain a unified operational dashboard covering NOC and Call Center performance
- Define, implement, and monitor KPIs such as MTTR, MTTA, SLA Compliance, AHT, FCR, CSAT
- Lead incident management, escalation handling, and major incident communication
- Drive root cause analysis (RCA) and continuous service improvement initiatives
- Ensure compliance with ITIL and ISO 20000 service management standards
- Plan workforce scheduling and 24×7 shift rotations to ensure uninterrupted coverage
- Lead, mentor, and develop L1 Operators, L2 Engineers, and Call Center Agents
- Establish structured training programs and career progression pathways
- Optimize staffing models and productivity metrics
Requirements
- Minimum 12+ years of experience in IT operations, service management, or customer service environments
- At least 5+ years in a leadership role managing NOC, SOC, or Call Center operations
- Demonstrated experience managing 24×7 operational environments
- Strong command of ITIL framework and ISO 20000 standards
- Proven leadership across both technical and customer facing teams
- Hands on experience with NOC monitoring tools such as Dynatrace, VMware vRealize Operations, SolarWinds
- Familiarity with Call Center CRM and IVR systems
- Excellent crisis management and stakeholder communication skills
- Strong analytical and reporting capabilities
- Arabic language proficiency (business level) is mandatory
- ITIL v4 Managing Professional (Mandatory)
- PMP or PgMP (Preferred)
Full Job Posting
Role Overview
- We are seeking an experienced and results driven NOC & Call Center Manager to lead and integrate our 24×7 Network Operations Center (NOC) and Customer Call Center operations.
- This leadership role is responsible for ensuring high service availability, operational excellence, and superior customer experience by managing technical infrastructure monitoring and end user support under a unified service management framework.
Key Responsibilities
- Oversee 24×7 NOC operations including infrastructure, network, and cloud monitoring.
- Manage Call Center operations including customer service, helpdesk, and incident logging.
- Ensure seamless integration between monitoring tools and ITSM/ticketing systems.
- Develop and maintain a unified operational dashboard covering NOC and Call Center performance.
- Define, implement, and monitor KPIs such as MTTR, MTTA, SLA Compliance, AHT, FCR, CSAT.
- Lead incident management, escalation handling, and major incident communication.
- Drive root cause analysis (RCA) and continuous service improvement initiatives.
- Ensure compliance with ITIL and ISO 20000 service management standards.
- Plan workforce scheduling and 24×7 shift rotations.
- Lead, mentor, and develop L1 Operators, L2 Engineers, and Call Center Agents.
- Establish structured training programs and career progression pathways.
- Optimize staffing models and productivity metrics.
Required Experience
- Minimum 12+ years of experience in IT operations, service management, or customer service environments.
- At least 5+ years in a leadership role managing NOC, SOC, or Call Center operations.
- Demonstrated experience managing 24×7 operational environments.
Required Skills & Competencies
- Strong command of ITIL framework and ISO 20000 standards.
- Proven leadership across both technical and customer facing teams.
- Hands on experience with NOC monitoring tools such as Dynatrace, VMware vRealize Operations, SolarWinds.
- Familiarity with Call Center CRM and IVR systems.
- Excellent crisis management and stakeholder communication skills.
- Strong analytical and reporting capabilities.
- Arabic language proficiency (business level) is mandatory.
Certifications
- ITIL v4 Managing Professional (Mandatory)
- PMP or PgMP (Preferred)
- Customer Service or Call Center Operations Certification (Preferred)
Key Deliverables
- Unified performance dashboard covering NOC and Call Center metrics.
- Monthly SLA, uptime, MTTR, FCR, and CSAT reports.
- Workforce optimization and shift rotation plans.
- Incident and problem management reports with documented RCA.
- Continuous improvement roadmap for service excellence.
KPIs
- Service Availability & SLA Compliance
- MTTR / MTTA
- First Call Resolution (FCR)
- Customer Satisfaction (CSAT)
- Staff productivity & schedule adherence
Reporting Structure
- Reports directly to Head of IT (Deputy CTO / CTO)
- Dotted line reporting to Customer Experience Leadership
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