Location
dubai
Posted
May 28, 2026
Commute
Local Area
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Job Description
Job Summary (List Format) NOC & Call Center Manager
- 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 ongoi...