NOC Manager

Company Description

SAT Microsystems is a leading IT Service Provider operating across Saudi Arabia, UAE, and 8 other countries. Known for developing innovative solutions, we help businesses reduce costs and simplify IT operations. Trusted by hundreds of companies globally, we specialize in services such as Managed IT Services, IT Infrastructure Support, Cybersecurity, AI, and IoT Solutions. We are committed to driving digital transformation and staying ahead of technological trends to deliver exceptional value to our clients.

Position Title: NOC Manager

Department: Network Operations Center (NOC) / IT Infrastructure

Location: Onsite / Hybrid

Type: Full-time

Job Summary

NOC Manager

Key Responsibilities

Team Leadership & Management

• Lead and manage a team of L1/L2/L3 NOC Engineers.
• Create shift schedules and ensure 24/7 coverage.
• Conduct performance reviews, provide mentorship, and identify training needs.
• Ensure the team follows standard operating procedures (SOPs) and escalation protocols.

Monitoring & Incident Management

• Oversee real-time monitoring of networks, servers, applications, and cloud infrastructure.
• Ensure timely response to alerts, incidents, and performance issues.
• Validate incident classification and ensure proper escalation based on severity.
• Coordinate high-severity incidents (P1/P2) and communicate with stakeholders.

Operations & Service Delivery

• Maintain uptime and meet SLAs for monitoring and incident resolution.
• Ensure adherence to ITIL processes (Incident, Problem, Change Management).
• Review and optimize monitoring dashboards, alerts, and thresholds.
• Coordinate planned maintenance windows and communicate downtime.

Problem Management & Root Cause Analysis

• Oversee root cause analysis (RCA) for recurring issues.
• Work with engineering and infrastructure teams to implement long-term fixes.
• Prevent incidents through proactive network and systems analysis.

Reporting & Documentation

• Prepare weekly/monthly operational reports (SLAs, uptime, incidents, performance).
• Maintain and update NOC documentation, SOPs, runbooks, and checklists.
• Ensure proper ticket documentation by all team members.

Continuous Improvement

• Implement improvements in monitoring tools, workflows, and automation.
• Introduce new processes to improve efficiency and reduce MTTR (Mean Time to Resolve).
• Evaluate technology upgrades and recommend enhancements.

Required Skills & Qualifications

• Bachelor’s degree in IT, Computer Science, Engineering, or related field.
• 5–10 years of experience in NOC operations with at least 2–4 years in a leadership role.
• Strong understanding of:
• Network technologies (LAN/WAN, TCP/IP, routing, switching)
• Servers (Windows/Linux)
• Cloud platforms (AWS/Azure/GCP)
• Monitoring tools (SolarWinds, Zabbix, PRTG, Datadog, AppDynamics, etc.)
• Strong knowledge of ITIL processes.
• Excellent incident management and troubleshooting skills.
• Ability to lead and motivate a technical team.

Preferred / Good to Have

• ITIL v3/v4 certification
• CCNA/CCNP, Azure/AWS certifications
• Experience managing NOC for large-scale or global environments
• Exposure to automation and scripting (Python, PowerShell)

Soft Skills

• Strong communication and decision-making abilities
• Ability to work under pressure during critical outages
• Leadership, problem-solving, and conflict resolution skills
• High sense of ownership and accountability