Job Description
NOC & Call Center Manager
The NOC & Call Center Manager leads both the technical 24/7 Network Operations Center (NOC) and the customer-facing Call Center. This pivotal role bridges the gap between deep technical infrastructure monitoring and end-user support, ensuring seamless IT service delivery by unifying teams, monitoring tools, ITSM processes, and escalation workflows under a single operational umbrella.
Core Responsibilities Operational Leadership- Dual-Domain Oversight: Manage daily operations for the 24/7 NOC (infrastructure, network, cloud, and application monitoring) alongside the Call Center (customer service, helpdesk, and user support).
- Workforce Management: Oversee 24/7/365 shift scheduling, rotation planning, and resource optimization to guarantee uninterrupted operational coverage.
- Process Integration: Drive the tight integration of NOC monitoring/alerting systems with Call Center CRM an...