Job Description
Position Summary: The NOC & Call Center Manager leads both the technical 24/7 Network Operations Center and the customer-facing Call Center. This role ensures IT service uptime and excellent end-user support by managing teams, tools, processes, and escalations under one umbrella.
Core Responsibilities- Manage NOC operations, infrastructure, network, cloud monitoring, and Call Center operations.
- Define and monitor KPIs across both domains: MTTR, SLA uptime, AHT, FCR, CSAT.
- Oversee workforce scheduling, 24/7 coverage, and rotation planning.
- Lead incident management, escalation handling, and major incident communication.
- Ensure integration of monitoring tools with ITSM ticketing systems.
- Provide leadership, training, and career paths for L1 Operators, L2 Engineers, and Call Center Agents.
- Generate executive reports for management and drive continuous service improvement.