Network Operations Center (NOC) Manager Data Center Operations📣 Job Ad

About the Role

Ezditek is seeking a Network Operations Center (NOC) Manager Data Center Operations to lead and manage NOC functions across multiple hyper-scale data centers located in various capital cities within Saudi Arabia. This full-time position is based in Riyadh and is integral to ensuring the stability and efficiency of data center infrastructure.

Role Overview

The NOC Manager will plan, organize, and manage staff and overall NOC operations. This role involves overseeing a team of in-house and outsourced NOC engineers and technicians to ensure 24/7 infrastructure monitoring, incident response, and operational excellence. The Manager is responsible for maintaining compliance with hyper-scale tenants' Service Level Agreements (SLAs), ensuring high availability, and driving continuous improvement in NOC processes and infrastructure.

Key Responsibilities

• Define, implement, and enforce Configuration Management and Change Management policies and practices for data centers.
• Make budget and purchasing recommendations, supporting capacity management and planning.
• Develop and implement NOC operational strategies aligned with organizational growth and tenant requirements.
• Hire, develop, and retain responsive, customer-focused engineers, ensuring effective NOC operation.
• Manage tools, systems, and procedures to ensure effective issue management and customer satisfaction.
• Oversee and direct the daily operations of NOC teams across multiple data centers, ensuring appropriate 24/7 staffing levels.
• Lead, mentor, and develop NOC engineers and technicians, fostering a culture of accountability and collaboration.
• Provide Tier-2 and Tier-3 escalation support and act as the primary point of contact for senior leadership inquiries.
• Ensure seamless coordination between NOC operations and site operations teams across all facilities.
• Manage and fine-tune event monitoring systems to proactively identify and respond to issues, including alarm configuration.
• Develop and maintain detailed protocols for responding to alerts from monitoring tools, calls, and emails.
• Oversee incident resolution to minimize downtime and customer impact, focusing on meeting tenant SLAs.
• Establish and enforce robust processes for incident and problem management, driving resolution of complex technical issues.
• Conduct detailed post-incident reviews and implement preventative measures based on findings.
• Provide regular and ad-hoc reports on key performance metrics, incident trends, and SLA compliance.
• Monitor and analyze capacity trends, working with engineering teams for upgrades or expansions.
• Develop, test, and maintain disaster recovery and business continuity plans specific to NOC operations.
• Maintain an accurate and up-to-date inventory of NOC infrastructure, tools, and assets.
• Ensure compliance with all operational, regulatory, and environmental standards, including energy management SLAs.
• Build strong relationships with hyper-scale tenants to understand their NOC-function requirements.
• Initiate and oversee requests for expanding and optimizing NOC infrastructure.

Qualifications and Experience

• Bachelor's or Master's degree in Computer Science, Electrical Engineering, Telecommunication Engineering, Information Technology, or a related field.
• 8-10 years of related experience, with at least 3 years in a managerial role.
• Proven experience managing NOC functions in a hyper-scale data center environment.
• Strong proficiency in ITIL frameworks and NOC-related systems/tools, including monitoring platforms and ticketing systems.
• Demonstrated expertise in incident, problem, capacity, and change management.

Required Skills and Certifications

• Strong leadership, communication, and decision-making skills.
• Ability to thrive under pressure and manage multiple priorities effectively.
• Advanced certifications such as ITIL, CDFOM, CDFOS, AOS, and PMP are a plus.

Work Environment

This is a full-time position based in Riyadh, Saudi Arabia, requiring oversight of operations across multiple data center facilities.