NOC Operations Management Resource

Job description / Role

To manage the performance of Level 1 and Level 2 services & support to clients (internal and external) and ensure that service levels are achieved. To ensure that customer expectations are met or exceeded. Responsible for ensuring the staff are meeting and exceeding expectations in regards to performance, meeting defined metrics/benchmarks, and that standards and processes are followed to provide effective customer service and meet requirements.

1. Line management of Service Desk, Infrastructure monitoring and Security monitoring staff
2. Creation and management of shift roster to handle the work load
3. Manage communication and relationship with entity as and when required
4. Ensures completion of all routine operational tasks according to schedule
5. Responsible for day to day operations of NGDC system.
6. Manage and own the Incident Management process
7. Perform the role of Incident first Escalation Manager
8. Ensure that performance reports are produced for Network and Security Management process.
9. Review performance reports and agree necessary action in conjunction with other Managers of NOC
10. Accountable for ensuring adherence to Supplier Management process
12. Provide clear communication of requirements to all suppliers
13. Negotiate and maintain consistent pricing structures wherever possible
16. Account for spending and track actual against budgeted costs
17. Maintain a good working relationship with TRA
18. Support entities in their implementation of incident response particular to their operating environments and individual information system security plans

Requirements

1. Experience of managing technical staff in customer-facing service delivery roles
2. Good knowledge of ITIL framework and excellent understanding of ITIL Incident Management process
3. Good communications ability with customers
4. Experienced in supplier management

About the Company

We lead in the creation and delivery of innovative workforce solutions and services that enable our clients to win in the changing world of work.

ManpowerGroup powers the success of many of the world's most dynamic organizations. We deliver innovative workforce solutions that enhance competitiveness, increase efficiency and spur productivity. Combining global reach with local expertise - 3600 offices in over 80 countries - we know the changing world of work and bring a deep understanding of the companies we work for and the industries we service.

ManpowerGroup entered the Middle East in December 2007 after acquiring local company Clarendon Parker, thus bringing 15 years in-depth local knowledge combined with a global footprint and industry shaping expertise and thought leadership. Manpower Middle East supports clients in the Middle East and North Africa regions. Our business is aligned to key skill specializations to ensure our clients requirements are met by expert and knowledgeable consultants that understand your industry and role requirement.

Our consultants are experts in finding the right talent across all industries in a broad-range of occupations including:

• IT & Telecommunications
• Engineering & Construction, Oil & Gas
• Banking, Finance & Legal
• Sales & Business Development
• Marketing, Public Relations & Communications
• Human Resources & Training
• Customer & Support Services (Secretarial and Administrative)
• Operational, Supply Chain & Logistics
• Executive Recruitment
• Emiratization Solutions
• Recruitment Program Outsourcing Solutions
• Managed Service Provider Solutions
• Talent Based Outsourcing Solutions
• Outsourced Staffing Solutions