Network Operation Center Manager
Middle East Broadcasting Center (MBC)
Total years of experience :16 years, 10 Months
Managing a 24X7 NOC team of 15 technicians, engineers and seniors who monitor and support the company's production systems and applications to insure 100% system availability. NOC also identifies and verifies service impact to customers, and dispatch subject matter experts in support of problem resolution. Some of the duties include:
- detect & correlate faults proactively rather than reactively using SCOM
- help in facilitating a comprehensive root cause analysis for the various faults
- suggest and/or develop solutions to automate the remedy of faults whenever possible and applicable
- escalate the performance degradation faults to the respective system owners before having a real outage that may effect end users.
Act as a company wide change manager and single point of coordination and approval for all technical changes based on ITIL standards. This includes reviewing, analyzing, measuring risk and closing each change request.
Supervising the daily operation in NOC by identifying, escalating and resolving user incidents successfully with a focus on continual service improvement:
-Identifying & preventing untagged emails in NOC mailbox
-Taking full ownership of the incident lifecycle by ensuring that tickets are not left outdated for more than 24 hours in the NOC queue.
-Identifying & preventing untagged assets
-Performing regular QC to maintain consistency and standard configurations everywhere
-Acting as the 1st escalation point within the NOC team by:
a- maintaining a "customer focused approach"
b- being on top of the majority of the systems that we support
In addition to mentoring the junior staff towards having an optimum utilization of NOC resources
Acting as the first and second support level to install, configure and troubleshoot computer hardware and software issues. In addition to properly document detailed instructions and IT procedures.
I have graduated from the American University of Sharjah and majored in Computer Engineering from 2002 to 2006