Enterprise Operations Center (EOC) Team Lead

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. Requirements • 6+ Yrs. of experience in IT Operations, NOC, or EOC environments, including at least 2 years leading an operations team or shift. • Hands-on experience with enterprise monitoring, observability, and alert management tools. • Solid working knowledge of network, systems, and data center operations with the ability to troubleshoot and resolve issues at L2. • Strong understanding of Incident Management, escalation processes, ITIL practices, and SLA-driven operations. • Experience working with ServiceNow or an equivalent ITSM platform. • Good knowledge of Windows Server, SCCM, server patching, and data center operations. • Exposure to enterprise application operations, including Oracle ERP, Appian, and SharePoint. • Strong communication skills in Arabic and English, with the ability to remain composed during major incidents. • ITIL 4 Foundation – Required. • CCNA or equivalent network certification – Preferred. • Monitoring-tool certification, such as SolarWinds SCP – Preferred. • Experience in managed services or outsourced operations is preferred. • Experience building operational dashboards and reports in ServiceNow or monitoring platforms is preferred. • Scripting/automation experience using PowerShell or Python is preferred. • Experience working in 24/7 operations and on-call rotations is preferred. Show more Show less

6+ Yrs. of experience in IT Operations, NOC, or EOC environments, including at least 2 years leading an operations team or shift. Hands-on experience with enterprise monitoring, observability, and alert management tools. Solid working knowledge of network, systems, and data center operations with the ability to troubleshoot and resolve issues at L2. Strong understanding of Incident Management, escalation processes, ITIL practices, and SLA-driven operations. Experience working with ServiceNow or an equivalent ITSM platform. Good knowledge of Windows Server, SCCM, server patching, and data center operations. Exposure to enterprise application operations, including Oracle ERP, Appian, and SharePoint. Strong communication skills in Arabic and English. ITIL 4 Foundation – Required. CCNA or equivalent network certification – Preferred. Monitoring-tool certification, such as SolarWinds SCP – Preferred. Experience in managed services or outsourced operations is preferred. Experience building operational dashboards and reports in ServiceNow or monitoring platforms is preferred. Scripting/automation experience using PowerShell or Python is preferred. Experience working in 24/7 operations and on-call rotations is preferred.

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.