NOC & Call Center Manager

Mindtel; Dubai; On-site; AED 250,000 - 350,000; Full time

Job summary

A leading IT services provider in Dubai seeks a NOC & Call Center Manager to lead operations, ensuring continuous service uptime and high-quality support. Candidates must have 12 years in IT operations and 5 years managing NOC or Call Center functions. ITIL certification is mandatory. Join a dynamic environment focused on optimizing service delivery and operational excellence.

Qualifications

• 12 years in IT operations, customer service, or service management.
• 5 years managing NOC, SOC, or Call Center operations.
• Proficient in Arabic.

Responsibilities

• Lead and manage both Network Operations Center and Call Center operations.
• Ensure IT service uptime and high-quality end-user support.
• Define and report on KPIs such as MTTR, SLA uptime, and CSAT.

Skills

Leadership

Crisis Management

Customer Service

Training and Development

Network Operations

Education

ITIL v4 Managing Professional certification

PMP/PgMP certifications

Tools

Dynatrace

SolarWinds

ITSM tools

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 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.