Technical Support & NOC Manager (SaaS)

Contegris Technology Solutions; Lahore; On-site; PKR 2,400,000 - 3,500,000; Full time

Benefits offered by this job

Paid Leaves

Medical Reimbursement

Provident Fund

Gym Allowance

Annual Bonus

Annual Salary Increments

Professional Growth & Learning

Job summary

Contegris Technology Solutions seeks a seasoned NOC & IT Operations leader to ensure a delightful pre- and post-implementation customer experience. You will establish the NOC, manage incident response, and drive SLA compliance while leading a growing team across support, deployment, and CS initiatives.

You will partner with Development, Customer Success and Deployment to deliver proactive, data-driven improvements and maintain high customer satisfaction.

Qualifications

• Experience leading NOC or IT operations in a SaaS/B2B environment.
• Proven ability to manage escalations and drive incident resolution.
• Strong leadership, coaching, and performance management skills.

Responsibilities

• Oversee technical support and NOC operations with SLA compliance.
• Act as first escalation point for high-impact issues and ensure resolution.
• Proactively monitor systems to maintain service uptime and reliability.
• Build and lead a high-performing team; coach and train Level 1/2 engineers.
• Design and refine support processes, SOPs, and ITIL-aligned workflows.
• Deliver proactive customer success and oversee post-Go-Live enablement.
• Collaborate with Development, Customer Success and Deployment teams.
• Monitor KPIs, prepare leadership reports, and drive continuous improvements.

Skills

NOC management

Technical leadership

SLA management

ITIL

Customer success

Data-driven decision making

Education

Bachelor's or Master's degree in Computer Science / Information Technology

Tools

ServiceNow

Job description

Contegris Technology Solutions seeks a seasoned NOC & IT Operations leader to ensure a delightful pre- and post-implementation customer experience. You will establish the NOC, manage incident response, and drive SLA compliance while leading a growing team across support, deployment, and CS initiatives.

You will partner with Development, Customer Success and Deployment to deliver proactive, data-driven improvements and maintain high customer satisfaction.