Noc Section Head Job at El Delta Electronic Systems (Nasr City)

Job Responsibility

Leading, mentoring, and developing a team of NOC engineers and technicians
Managing staffing, scheduling (including 24/7 coverage), and performance of the NOC team
Overseeing 24/7 monitoring, incident response, and service restoration activities
Implementing, overseeing, and coordinating incident detection, response, resolution, and escalation procedures
Ensuring incidents are resolved in a timely manner to minimize downtime and impact on services and customers
Leading Major Incident Management efforts, coordinating cross-functional teams to resolve high-priority incidents swiftly
Conducting root cause analysis (RCA) for major incidents and implementing preventive measures to reduce recurrence (Problem Management)
Developing, implementing, and continuously improving operational procedures and protocols, aligned with ITIL best practices (e.g., Incident Management, Problem Management, Change Management, Service Request Fulfillment, Availability Management, Capacity Management)
Driving the adoption of automation tools and technologies to streamline service management processes
Generating and analyzing reports on network performance, incidents, and operational metrics
Collaborating with other departments (Cloud Engineering, Security, Customer Support, etc.) to ensure seamless operations and effective communication during incidents
Liaising with third-party service providers and vendors to ensure the quality and reliability of external services and support
Ensuring all operations adhere to industry standards, regulatory requirements, and company policies

Requirements

Bachelor's degree in Information Technology, Computer Science, Engineering, Networking, or a related field
Minimum of 5-10+ years of experience in network operations or IT service management, with at least 2-5+ years in a managerial or supervisory role, preferably within a 24/7 operations environment
Proven experience leading a large-scale service delivery organization is highly desirable
Strong understanding and practical experience in implementing ITSM processes
Experience with business process improvement methodologies (e.g., Six Sigma) is a plus
Demonstrated experience in leading ITSM solutions, process and teams
ITIL Certification (required): ITIL Foundation is essential
advanced ITIL certifications (e.g., ITIL Expert, ITIL v4 Managing Professional) are highly advantageous
Other relevant certifications (e.g., CCNA, PMP, CompTIA Network+, Security+) are beneficial
Technical Stack (with emphasis on ITIL, ITSM): ITSM: This is a key platform for incident management, problem management, change management, service request fulfillment, and asset management. Experience with its various modules like BMC ITSM (e.g., BMC Helix ITSM)
Micro Focus (e.g., Micro Focus SMAX, Operations Bridge)
ServiceNow, Jira Service Management, ManageEngine ServiceDesk Plus
Monitoring Tools: Network Performance Monitoring, System Monitoring
Automation & Orchestration Tools: Scripting Languages: Python, Bash, PowerShell
Configuration Management/Orchestration: Ansible, Terraform
Operating Systems: Linux (various distributions: Red Hat, CentOS, Ubuntu)
Windows Server
Networking Hardware & Software: Network Harware (routers, switches, firewalls, load balancers)
SDN (Software-Defined Networking) concepts and tools
Virtualization Technologies: VMware, Hyper-V, Kubernetes/Docker
Collaboration & Communication Tools: Slack, Microsoft Teams

Nice to have

Experience with business process improvement methodologies (e.g., Six Sigma) is a plus
advanced ITIL certifications (e.g., ITIL Expert, ITIL v4 Managing Professional) are highly advantageous
Other relevant certifications (e.g., CCNA, PMP, CompTIA Network+, Security+) are beneficial

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Noc Section Head

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