IT Operations Center Team Lead

MIS - Al Moammar Information Systems Co.; Riyadh; On-site; SAR 300,000 - 550,000; Full time

Job summary

MIS - Al Moammar Information Systems Co. in Riyadh seeks a Lead EOC to supervise the 24/7 Monitoring, Systems, Network & Security, Data Center, and Application Operations teams.

You will set priorities, manage on-call rotations, and ensure timely incident resolution across multiple domains. You will monitor servers, networks, and data center facilities using SolarWinds, PRTG, Site24x7, and Liebert SiteScan, coordinating with L3 teams for escalations and problem management.

Qualifications

• BSc. degree in Computer Science, Information Technology, or a related field.
• 8+ Yrs. of experience in IT Operations, including at least 3 years leading a NOC, EOC, or IT Operations team in a 24/7 environment.
• Broad hands-on experience across infrastructure operations, including systems, networks, data centers, and application support.
• Experience in government, financial, or other regulated environments is preferred.
• Good working knowledge of monitoring tools, including SolarWinds, PRTG, and Site24x7.
• Solid understanding of Windows and Linux servers, networking, security fundamentals, and data center operations.
• Familiarity with SCCM and server patching processes.
• Understanding of enterprise application support and cross-team incident management.
• Strong experience with ServiceNow and ITIL processes, including Incident, Major Incident, Problem, Change, and Event Management.
• ITIL 4 Foundation – Preferred. Higher-level ITIL certifications are an advantage.
• Networking or systems certifications, such as CCNA or Microsoft certifications, are preferred.

Responsibilities

• Lead, supervise, and develop the EOC team across Monitoring, Systems, Network & Security, Data Center, and Application Operations.
• Manage 24/7 shift schedules, on-call rotations, and coverage to ensure continuous operational support.
• Set daily priorities, allocate tasks, monitor tickets, and follow up on actions.
• Lead daily operational meetings and report service status to management.
• Oversee monitoring, incidents, and escalation with L3 teams and vendors.
• Coordinate major incidents and drive RCA and problem management initiatives.
• Prepare operational reports covering availability, incidents, SLA performance, and team activities.

Skills

NOC/EOC leadership

Incident management

ITIL processes

Arabic & English

Strong communication

Problem solving

Team motivation

Education

BSc in Computer Science / IT

Tools

SolarWinds

PRTG

Site24x7

ServiceNow

SCCM

Job description

• Lead, supervise, and develop the EOC team, covering Monitoring, Systems, Network & Security, Network & Data Center, and Application Operations.
• Manage 24/7 shift schedules, on-call rotations, shift handovers, and leave coverage to ensure continuous operational support.
• Set daily priorities, allocate tasks, monitor open tickets, and follow up on outstanding actions.
• Identify skill gaps, coordinate cross-training, and ensure team members can provide operational coverage across different areas.
• Lead daily operational meetings and report service status to management.
• Oversee monitoring of servers, networks, applications, and data center facilities using SolarWinds, PRTG, Site24x7, and Liebert SiteScan.
• Ensure alerts are addressed within agreed timelines and escalated to the appropriate L3 teams when required.
• Coordinate with the Monitoring Administrator to improve monitoring coverage and reduce false alarms.
• Oversee daily systems operations, including SCCM activities, server patching, and coordination of patching windows with platform owners and L3 Systems teams.
• Oversee L2 network, security, voice, and video conferencing support, ensuring timely escalation of technical issues.
• Manage after-hours emergency phone coverage and coordinate with the Genesys vendor.
• Oversee data center operations, including equipment racking and stacking, ensuring compliance with approved change and access procedures.
• Oversee L2 operational support for enterprise applications, including Appian, Oracle EBS, Applaud, Ultimus, SharePoint, ASP.NET, VB6, RSA Archer GRC, Microsoft Dynamics 365 CRM, OpenText Documentum, Syncplicity, Datahub, WSO2, PingFederate, KNIME, ServiceNow, and other COTS applications.
• Coordinate application escalations, releases, and incident resolution with the relevant technical teams.
• Own L2 incidents and service requests in ServiceNow, ensuring compliance with agreed SLAs.
• Coordinate major incidents, engage the appropriate teams, maintain stakeholder communication, and track incidents through resolution.
• Ensure timely escalation to L3 teams and vendors, and follow up until closure.
• Contribute to Problem Management and root cause analysis (RCA) for major and recurring incidents.
• Represent the EOC in Change Advisory Board (CAB) meetings and ensure approved changes are monitored during and after implementation.
• Prepare daily, weekly, and monthly operational reports covering availability, incidents, SLA performance, and team activities.
• Maintain runbooks, shift logs, escalation matrices, and operating procedures.
• Identify recurring issues, recommend service improvements, and explore automation opportunities to reduce manual work and incident volumes.
• Lead EOC knowledge transfer activities and ensure operational readiness for service transition.

Requirements

• BSc. degree in Computer Science, Information Technology, or a related field.
• 8+ Yrs. of experience in IT Operations, including at least 3 years leading a NOC, EOC, or IT Operations team in a 24/7 environment.
• Broad hands-on experience across infrastructure operations, including systems, networks, data centers, and application support.
• Experience in government, financial, or other regulated environments is preferred.
• Good working knowledge of monitoring tools, including SolarWinds, PRTG, and Site24x7.
• Solid understanding of Windows and Linux servers, networking, security fundamentals, and data center operations.
• Familiarity with SCCM and server patching processes.
• Understanding of enterprise application support and cross-team incident management.
• Strong experience with ServiceNow and ITIL processes, including Incident, Major Incident, Problem, Change, and Event Management.
• ITIL 4 Foundation – Preferred. Higher-level ITIL certifications are an advantage.
• Networking or systems certifications, such as CCNA or Microsoft certifications, are preferred.
• Proven ability to lead, motivate, and organize a 24/7 operations team.
• Strong decision-making and problem-solving skills, particularly during critical incidents.
• Excellent communication skills in Arabic and English, both written and verbal.
• Strong organizational skills and attention to detail in reporting and follow-up.
• Availability for out-of-hours escalations and critical incidents when required.