- Lead 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.

- Lead 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.