Enterprise Operations Center (EOC) Team Lead

Overview

As the EOC Team Lead, you will manage and mentor the Level 2 Enterprise Operations Center team to ensure smooth operations, effective shift coverage, and strong operational discipline. You will lead incident monitoring, triage alerts, respond to operational disruptions, and coordinate with higher-level support and vendors to resolve issues swiftly.

Key Responsibilities

• Manage scheduling, coaching, and performance of the L2 EOC team to maintain coverage and seamless shift transitions.
• Proactively monitor infrastructure and applications, optimizing alert thresholds, minimizing false alerts, and correlating events for clarity.
• Serve as the initial responder for operational incidents, resolving L2 issues or escalating with detailed diagnostics to L3 teams or external vendors.
• Coordinate Priority 1 and 2 incidents, keeping communication channels open with Service Delivery and Operations leadership until issues are resolved.
• Ensure timely handling of EOC tickets through ServiceNow, managing backlog, aging, and maintaining ticket quality within SLA.
• Supervise routine infrastructure operations including server patching, SCCM tasks, health checks, and data center hardware management.
• Oversee L2 support for enterprise applications such as Oracle ERP, Appian, SharePoint, and Document Management Systems.
• Maintain and update operational documentation, including runbooks, standard operating procedures, monitoring catalogs, and escalation protocols.
• Compile and present daily and weekly reports and dashboards covering system availability, alerts, incidents, and SLA compliance.
• Lead continuous improvements by optimizing monitoring processes, automating repetitive checks, and incorporating insights into Problem Management.

Candidate Profile & Requirements

• Minimum of 6 years experience with IT Operations, Network Operations Center (NOC), or Enterprise Operations Center (EOC) environments, including at least 2 years in a leadership or shift lead role.
• Proficient with enterprise monitoring, observability platforms, and alert management solutions.
• Comprehensive understanding of network, system, and data center operations with capability to troubleshoot and manage L2 incidents.
• Strong grasp of Incident Management methodologies, escalation processes, ITIL best practices, and SLA-focused operations.
• Experience utilizing ServiceNow or similar IT Service Management (ITSM) platforms for ticketing and workflow management.
• Solid knowledge of Windows Server environments, SCCM functions, server patching processes, and data center operations.
• Hands-on exposure to supporting enterprise applications including Oracle ERP, Appian, and Microsoft SharePoint.
• Excellent communication skills in both Arabic and English; ability to maintain composure and clear communication during critical incidents.
• ITIL 4 Foundation certification is mandatory.
• Preferred qualifications include CCNA or equivalent networking certification, and monitoring tool certifications like SolarWinds SCP.
• Experience working in managed service or outsourced operation settings is advantageous.
• Proficiency creating operational dashboards and reports via ServiceNow or monitoring platforms is a plus.
• Scripting or automation skills in PowerShell or Python are beneficial.
• Familiarity with 24/7 operational environments and participating in on-call rotations is a plus.