NOC Manager (Arabic Speaker)

Role Overview

We are looking for a seasoned NOC and Call Center leader to run and bring together a 24/7 Network Operations Center and customer support operation in Dubai. This position is focused on keeping services highly available, improving day-to-day operations, and delivering a strong customer experience through a single service-management approach that combines technical monitoring with end-user support.

The right person will bring substantial operational leadership experience, a solid understanding of IT service management practices, and a track record of guiding both technical teams and customer-facing teams.

Key Responsibilities

Operational Leadership

• Direct round-the-clock NOC activities, including monitoring of infrastructure, networks, and cloud environments.
• Oversee call center functions such as customer support, helpdesk handling, and logging of incidents.
• Make sure monitoring platforms and ITSM/ticketing tools work together smoothly.
• Create and maintain a consolidated operational dashboard covering both NOC and call center performance.

Service Management and Performance

• Set, track, and improve operational KPIs including MTTR, MTTA, SLA adherence, service availability, AHT, FCR, and CSAT.
• Lead incident handling, escalation management, and communication during major incidents.
• Drive root-cause analysis and ongoing service-improvement efforts.
• Ensure service delivery aligns with ITIL and ISO 20000 standards.

Workforce and Team Management

• Build staffing plans and 24/7 shift rosters to maintain uninterrupted coverage.
• Lead, coach, and develop L1 operators, L2 engineers, and call center agents.
• Design training programs and growth paths for team members.
• Improve staffing efficiency and productivity outcomes.

Reporting and Governance

• Prepare leadership-level reports on SLA results, uptime, and customer satisfaction.
• Deliver monthly operational reviews to senior management.
• Work closely with IT leadership and customer experience teams to strengthen service quality.

Experience and Skills

• At least 12 years of experience in IT operations, service management, or customer service environments.
• Minimum 5 years in a leadership position overseeing NOC, SOC, or call center operations.
• Proven ability to manage a 24/7 operating model.
• Strong working knowledge of ITIL and ISO 20000.
• Experience leading both technical and customer service teams.
• Practical exposure to NOC monitoring solutions such as Dynatrace, VMware vRealize Operations, and SolarWinds.
• Familiarity with call center CRM and IVR platforms.
• Strong crisis-handling, stakeholder communication, analytical, and reporting skills.
• Business-level Arabic proficiency is required.

Certifications

• ITIL v4 Managing Professional certification is mandatory.
• PMP or PgMP certification is preferred.
• Customer service or call center operations certification is preferred.

Key Deliverables

• A single performance dashboard covering NOC and call center metrics.
• Monthly reports on SLA, uptime, MTTR, FCR, and CSAT.
• Shift planning and workforce optimization documents.
• Incident and problem management reports with documented root-cause analysis.
• A continuous improvement roadmap focused on service excellence.

KPIs

• Service availability and SLA compliance.
• MTTR and MTTA performance.
• First call resolution.
• Customer satisfaction.
• Staff productivity and schedule adherence.

Reporting Structure

This role reports directly to the Head of IT (Deputy CTO / CTO) and also has a dotted-line reporting relationship with Customer Experience leadership.