Lead the NOC Excellence team in delivering high-quality network operations center services.
Monitor and manage daily operations to ensure optimal performance and reliability of systems.
Establish and enforce operational procedures and best practices for incident management and service continuity.
Oversee staff performance, provide coaching, and foster a culture of continuous improvement within the team.
Collaborate with other departments to ensure alignment of NOC services with business goals.
Manage and report on NOC metrics to track service performance and identify areas for improvement.
Conduct regular training sessions, drills, and knowledge sharing to enhance team competencies.
Implement and maintain compliance with security policies and regulatory requirements across all operations.
Act as a point of escalation for critical incidents and facilitate communication to stakeholders.

Bachelor’s degree in Information Technology, Computer Science, or a related field.
5+ years of experience in a network operations center or IT service management environment.
Previous experience in implementing ITSM process (remedy, ivanti)
Capacity planning experience
Strong understanding of network protocols, monitoring tools, and incident response processes.
Experience with performance measurement and reporting methodologies.
Ability to foster collaborative relationships across multiple teams.
Excellent problem-solving and analytical skills.
Good communication and interpersonal skills to interact with technical and non-technical stakeholders.
ITIL certification is preferred.
A proactive approach to identifying issues and implementing solutions efficiently.

ملخص الوظيفة

Team Leader, NOC Excellence (ITSM)