Oversee the real-time monitoring of customers' network status to ensure optimal performance and uptime.

Lead the response to network incidents, ensuring timely resolution and minimal impact on customers.

Ensure all network operations adhere to customized SLAs, including response times and escalation procedures.

Manage and mentor the NOC team, providing guidance and support to ensure high performance and professional development.

Generate regular reports on network performance, incidents, and SLA compliance for internal and customer review.

Act as the primary point of contact for customers regarding network issues, providing updates and ensuring customer satisfaction.

Identify areas for process improvement within the NOC and implement changes to enhance efficiency and effectiveness.

Work closely with other departments, such as IT and customer support, to ensure seamless operations and support

Bachelor's degree in Computer Science, Information Technology, or a related field.

Minimum of 5 years of experience in network operations, with at least 2 years in a managerial role.

Experience working with SMB customers.

Familiarity with customized SLA management and escalation procedures.

Advanced certifications in network management or related fields.

Proficiency in network monitoring tools and technologies, understanding of network protocols, and experience with VMWare ESXi, VMWare Horizon, Nutanix HCI…etc

Strong leadership and team management abilities, with a proven track record of leading high-performing teams.

Excellent verbal and written communication skills, with the ability to effectively communicate with customers and internal stakeholders.

Strong analytical and problem-solving skills, with the ability to quickly assess and resolve network issues.

Relevant certifications such as CCNA, CCNP, VMware VCP-DCV, Nutanix NCP-MCI or ITIL are highly desirable.