NOC Manager

Job description / Role

• Responsible for the day to day operations of the team, providing overall guidance and supervision
• Responsible for managing operations for the platforms, OSS/BSS, applications, databases and IT systems.
• Act as customer escalation point for faults and problems.
• Ensures business alignment between all Parties.
• Ensure processes are enhanced and aligned towards achieving committed SLAs and KPIs
• Ensures effective implementation of the End to End incident management and fault management processes.
• Defines and ensures the implementation of service improvement plans.
• TAC support, coordinate with vendors to resolve technical issues.
• Through Vendor management, Ensures that the systems and technology are constantly up to date.
• Ensures the team development and trainings.
• Support the Service Delivery Manager with the proper reporting on IT systems and Operations SLA and KPIs.
• Provides capacity analysis, forecasts and recommendations.
• Ensure the recovery plans are in place to support the customer’s service continuity plans by maintaining accurate customized solution documents and recovery plans under CMDB database in favor of incident management

Requirements

• BSc. degree in IT / Telecom
• 7 plus years of experience in customer facing /customer support positions.
• Good knowledge of IT and Telecom Access
• Good working knowledge of OSS/ BSS systems.
• Certified ITIL V3 expert - ITIL V4 Managing Professional
• Certifications on Cisco , Microsoft , or Oracle are a plus
• PC literate with PowerPoint, Word and Excel
• Fluent English – Arabic preferred

About the Company

Saudi Networkers Services, incorporated in 2001 with an aim to provide the world class business and consulting services through a combination of market insight, technical excellence and unrivalled agile methodology.

Our success stems from building strong relationships and trusted partners, which enabled us delivering exceptional services to public sector, as well as some world's leading organizations, in Telecommunication, Information Technology, Cyber Security, Banking, Energy, Utilities and various other industry arenas.

We collaborate closely, ideate that how the work gets done, while working alongside businesses to collaborate on growth and applying breakthrough innovations, that drive exponential impact, managed by teams specialized in their assigned industry sectors.