Enterprise Operations Center (EOC) Team Lead

About the Role

MIS - Al Moammar Information Systems Co. is seeking an Enterprise Operations Center (EOC) Team Lead to join their team in Riyadh, Saudi Arabia. This full-time role involves leading and coaching the L2 EOC team, ensuring operational excellence and effective incident management across infrastructure and applications.

Key Responsibilities

• Lead, schedule, and coach the L2 EOC team, ensuring adequate coverage, effective shift handovers, and consistent operational discipline.
• Own proactive monitoring across infrastructure and applications, including alert triage, threshold tuning, noise reduction, and event correlation.
• Act as the first responder and coordinator for operational incidents, resolving issues at L2 where possible and escalating to L3 teams and vendors with complete diagnostic information.
• Coordinate P1/P2 incidents with Service Delivery and Operations leadership and maintain stakeholder communication until service restoration.
• Ensure EOC tickets are handled within SLA through ServiceNow, including backlog, aging, and ticket quality management.
• Oversee routine infrastructure operations, including server patching, SCCM operational tasks, health checks, and data center racking and stacking.
• Oversee L2 application operations support for enterprise platforms such as Oracle ERP, Appian, SharePoint, and Document Management Systems.
• Maintain EOC runbooks, SOPs, monitoring catalogues, and escalation matrices.
• Prepare daily and weekly operational reports and dashboards covering availability, alerts, incidents, and SLA performance.
• Drive continuous improvement through monitoring optimization, automation of recurring checks, and integration of lessons learned into Problem Management.

Experience and Qualifications

Candidates for this role should possess 5-10 years of relevant experience in enterprise operations and team leadership. The position requires a strong understanding of IT infrastructure and application monitoring, incident management, and operational best practices.

Work Environment

This is a full-time position based in Riyadh, Saudi Arabia, within a dynamic Enterprise Operations Center environment. The role involves leading a dedicated L2 EOC team and collaborating with various internal and external stakeholders to ensure continuous service availability and performance.