• Managing, planning, designing, implementing and documenting NOC (Network Operations Center) projects and customer solutions, upgrades and evolution• Training and supervising Level 1 and Level 2 engineers by ensuring compliance with policies and procedures, delegating tasks and following up in accordance with project deadlines• Supporting the Pre-sales/Sales departments by providing consultancy, solutions design and presentation, BOQs (Bill Of Quantities) and efforts estimates• Assuming the role of SDM (Service Delivery Manager) for many key customers and ensuring commitment to customers SLA (Service Level Agreement)• Managing the capacity and growth of the NOC and IDC (Internet Data Center) infrastructures• Planning, designing and implementing new technologies and their operations support• Conducting quality assurance and management• Assisting in KPI (Key Performance Indicators) management reports• Assisting in reporting and documentation, tuning of the tools, introduction of new products and tools for the NOC• Participating in the after-hours (24 hours/day) on-call rotation support by handling technical problems/requests escalated from Level 1 and Level 2 engineers and providing advanced problem resolution

• Planning, designing, implementing and documenting NOC (Network Operations Center) projects and customers’ solutions• Providing technical support (Level 1, when needed and Level 2) on all data center products and solutions.• Participating in the after-hours (24/7) on-call rotation support by handling technical problems/requests escalated from Level 1 engineers and providing advanced problem resolution• Implementing, maintaining and supporting adequate technical tools for monitoring and managing the data center and NOC infrastructure• Handling configuration changes on all NOC devices (Routers, Switches, Firewalls, Load Balancers, System Servers, etc...)• Creating, validating and maintaining operations procedures for all NOC products and solutions.• Creating, validating and distributing NOC and customer weekly and monthly operations reports• Handling courier delivery reception and maintaining inventory• Performing acceptance tests of the service in collaboration with project managers

• Effective provisioning, installing/configuring, operating, and maintaining all company’s systems’ hardware and software• Ensuring system High Availability• Developing and maintaining installation and configuration procedures & contributing to and maintaining system standards• Participating in technical research and development to enable continuing innovation within the infrastructure• Ensuring systems and applications security• Monitoring and managing systems’ resources• Writing or modifying scripts to resolve performance problems and automate tasks• Maintaining system documentation & logs• Performing system backups & recovery procedures

• Monitoring all aspects of the company’s NOC (Network Operations Center) for any malfunction or abnormality and escalating to the appropriate department if needed• Handling direct communication with corporate and residential customers and third party service providers• Providing first level technical support via email ticketing, phone calls and chat support• Troubleshooting and trying to resolve problems then reporting and/or escalating to the network, systems and software development departments if necessary