Director - Customer Support Center
Moro Hub is seeking a Director to lead the Network Operations Centre (NOC) and Customer Support functions. The role involves driving service commitments, managing incident and service request lifecycles, and ensuring SLA performance. You will define operational priorities, oversee ITSM tool utilization, and lead cross-functional coordination with cyber security and service delivery teams. Additionally, you will mentor personnel and drive continuous improvement across support processes.
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Experience
15+ years
Function
Support
Work mode
Onsite, UAE
Company
Tier 2
What you will work on
Moro Hub is seeking a Director to lead the Network Operations Centre (NOC) and Customer Support functions. The role involves driving service commitments, managing incident and service request lifecycles, and ensuring SLA performance. You will define operational priorities, oversee ITSM tool utilization, and lead cross-functional coordination with cyber security and service delivery teams. Additionally, you will mentor personnel and drive continuous improvement across support processes.
TAL's take
Solid director-level role in a stable regional infrastructure firm with clearly defined operational responsibilities.
Extremely clear, comprehensive list of responsibilities covering NOC, service desk, and team leadership.
Must haves
- 15+ years experience in operational leadership
- Experience in NOC operations and customer-facing support
- SLA and KPI management experience
- Proficiency with ITSM and monitoring tools
- Experience in incident and service request management
Tools and skills
Nice to have: itil certification.
About the company
Established regional data center and digital service provider, lacks flagship global engineering brand.