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NOC & Call Center Manager

Company

Mindtel

Location

dubai, dubai

Type

Full-time

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...

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