Network Operations Center Manager Etisalat Dubai

The Network Operations Center (NOC) Manager at Etisalat is a key leadership role within the organization. You will be responsible for planning, organizing, and managing the NOC staff and its overall operations to ensure the stability and smooth functioning of our critical network infrastructure. This role requires a strong technical background coupled with exceptional leadership and communication skills, with a proven track record in managing large and complex NOC environments for a managed service provider.

Responsibilities Of Network Operations Center Manager 

• Lead and develop a highly responsive and customer-focused NOC team.
• Fostering a culture of continuous improvement and operational excellence, particularly in a large NOC environment.
• Oversee the implementation and effective use of tools, systems, and procedures.
• Ensure efficient incident management and exceptional customer satisfaction.
• This includes expertise in utilizing OSS (Operations Support Systems) tools specific to SD-WAN, WiFi, Collaboration, and SIP deployments.
• Provide hands-on technical support as needed, performing tier-2 and tier-3 escalations for complex network issues related to SD-WAN, WiFi, Collaboration, and SIP.
• Act as the primary point of contact for all NOC inquiries from senior leadership and other managers.
• Implement and maintain robust reporting and monitoring practices that align with business objectives, including metrics for SD-WAN, WiFi, Collaboration, and SIP performance.
• Manage and supervise first-line NOC operations personnel, including tasks like alarm handling, performance monitoring, access control, incident handling / reporting, and ticketing management, with a focus on SD-WAN, WiFi, Collaboration, and SIP deployments.
• Champion security best practices within the NOC team.
• Ensure adherence to all security and risk management protocols.
• Represent the NOC in management meetings with stakeholders, including MSIP and customers.

What You Will Do More

• Drive continuous improvement of NOC processes and operational performance, leveraging your experience with ITIL and eTOM frameworks, specifically for SD-WAN, WiFi, Collaboration, and SIP services.
• Stay up-to-date on the latest industry trends and technologies, ensuring the constant evolution and relevance of the NOC’s systems and strategies.
• Effectively support SD-WAN, WiFi, Collaboration, and SIP solutions.
• Effectively communicate network-related issues and performance updates to upper management, with a focus on SD-WAN, WiFi, Collaboration, and SIP service delivery.
• Develop innovative solutions to address network challenges.
• Ensure customer needs are consistently met, particularly for SD-WAN, WiFi, Collaboration, and SIP deployments.
• Oversee the work of junior NOC staff,  guaranteeing adherence to established procedures and system requirements for SD-WAN, WiFi, Collaboration, and SIP services.
• Coordinate duty schedules for NOC operations.
• Ensure efficient and effective shift coverage by technicians and engineers with expertise in SD-WAN, WiFi, Collaboration, and SIP.
• Possess excellent written and verbal communication skills, with fluency in English being a requirement.

Specialized Skills and Training

• Proven knowledge of IT service management (ITSM) platforms like ServiceNow and ManageEngine.
• In-depth understanding of IP networking concepts, including VLANs, firewalls, switches, routers (Cisco, Fortinet, etc.), VPNs, load balancers, and web application firewalls.
• Familiarity with Windows and Linux server administration, web server concepts, virtualization technologies, backup procedures, and disaster recovery/high availability best practices.
• Working knowledge of Active Directory, DHCP, DNS, group policy, clustering, and load balancing.
• Experience working in a large NOC operation.
• Experience in managing and optimizing processes for efficiency and scalability, particularly for SD-WAN, WiFi, Collaboration, and SIP deployments.
• Expertise in using OSS (Operations Support Systems) tools specific to SD-WAN, WiFi, Collaboration, and SIP.
• Strong understanding of ITIL (Information Technology Infrastructure Library) and eTOM (Enterprise Telecommunications Operations Management) frameworks.
• Prior experience working in a managed service provider (MSP) environment.
• Experience specifically within a large NOC operation, managing SD-WAN, WiFi, Collaboration, and SIP services.

Eligibility Requirements

The minimum requirements for the role of Network Operations Center Manager are as under:

• Bachelor’s or Master’s degree in Computer Science, Electrical Engineering, Telecommunications Engineering, Information Technology, or a related field.
• 10-15 Years of experience in network operations, NOC management, or a similar role.
• Demonstrable experience in large NOC environments, managed service provider (MSP) environments, and managing SD-WAN, WiFi, Collaboration, and SIP services.
• An equivalent combination of education and experience may be considered.

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