A Managed Service Provider is seeking a NOC Manager to join the team in Jordan. We are seeking min 10+ years of managerial experience, with a true Managerial role in the last 4-5 years. Experience working closely with a IT Managed Services and Outsourced Resources are important. Video Streaming Technology is plus.

Responsibilities

Plan, organize, and manage staff and overall operations to ensure stability of customer's infrastructure.

Provides overall expertise with all network operations functions.

Define, implement and enforce configuration management and change management policies and practices.

Handle escalations and manage support from different levels.

Ensure adherence of operational metrics.

Hire, develop, and retain highly responsive and customer focused engineers to ensure the effective operation of the department Manage tools, systems and procedures to ensure dynamic management of issues and customer management.

Ensures all members of assigned technical teams are effective and fully utilized in order to provide high resource utilization.

Evaluates technical skills of the team and ensures there is an appropriate level of expertise.

Provide procedural training to staff.

Perform performance objectives and performance reviews with all team members.

Provides technical support for the pre-sales team in design solutions in addition to the Sales team in customer meetings.

Hands on technical support work related to the overall health and maintenance of customer environments.

Perform tier-2 and 3-escalation support and act as the point of contact in the NOC for all inquiries from other departments.

Manage all related partner operational expectations.

Ensure continual process improvement within the NOC including but not limited to automation of NOC tasks and reporting, implementation of enterprise-wide monitoring initiatives, and routine administration tasks.

Identify areas for process and efficiency improvement within the NOC; recommend prioritized enhancements and oversee implementation

Ensure that reports are accurate and delivered on time.

Job Details

Preferred Candidate