NOC Operations Management Resource

Manpower Middle East - Dubai - Job Description Our client, a multinational IT company is currently seeking to recruit a NOC Operations Management ResourceThis role performs the Operations Management function for NGDC. It would responsible for ensuring that the SLAs of the Operations are being met. SummaryTo manage the performance of Level 1 and Level 2 services and support to clients (internal and external) and ensure that service levels are achieved. To ensure that customer expectations are met or exceeded. Responsible for ensuring the staff are meeting and exceeding expectations in regards to performance, meeting defined metricsbenchmarks, and that standards and processes are followed to provide effective customer service and meet requirements.Key Responsibilities1. Oversee 100% of the requests, incidents and problems. Manages and coordinates urgent and complicated support issues. Act as escalation point for all requests and incidents. Develop and mature phoneticket escalation processes to ensure free flowing es...



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