Job Description:
Monitoring Center Manager (24/7 Operations)
Our 24/7 Monitoring & Management Center in Athens is the operational core of our services, ensuring continuous supervision, rapid response, and high-quality customer support across multiple advanced systems.
Position Overview
We are looking for an experienced, hands-on, and highly responsible Monitoring Center Manager to lead and oversee our 24/7 Monitoring Operations in Athens.
This role is ideal for a professional with strong operational mindset, leadership capabilities, and experience in monitoring environments, who can ensure seamless service delivery, team performance, and continuous operational improvement.
As a Monitoring Center Manager, you will be responsible for the end-to-end performance of the monitoring center, including team leadership, incident management, service quality, and coordination across technical and operational teams.
Key Responsibilities
Lead, manage, and develop a team of Monitoring Center Operators across 24/7 shift rotations
Ensure continuous and efficient operation of CCTV systems, IoT platforms, and monitoring tools
Oversee real-time monitoring activities and ensure proper handling of alerts, incidents, and escalations
Define, implement, and optimize operational procedures, workflows, and escalation protocols
Monitor team performance, KPIs, and SLAs, ensuring high service quality and responsiveness
Act as the main escalation point for critical incidents and complex operational issues
Coordinate with technical teams, field operations, and external partners to ensure timely resolution
Ensure accurate reporting, documentation, and post-incident analysis
Drive continuous improvement initiatives across processes, tools, and team efficiency
Support recruitment, onboarding, training, and performance evaluation of team members
Maintain a strong customer-focused mindset across all operations
Requirements
Proven experience in a Monitoring Center, NOC, SOC, Control Room, or similar 24/7 operational environment
Previous experience in a Team Lead / Supervisor / Manager role
Strong leadership, decision-making, and problem-solving skills
Ability to manage teams in shift-based environments (including nights, weekends, holidays)
Experience with CCTV systems, IoT platforms, monitoring tools, or similar technologies is highly desirable
Strong understanding of incident management, escalation processes, and operational workflows
Excellent communication skills and ability to coordinate across multiple stakeholders
Ability to remain calm and effective under pressure
Good command of English (written and spoken)
Strong organizational and reporting skills
What We Offer
A key leadership role in a high-tech, fast-growing international environment
Exposure to advanced CCTV, IoT, smart city, and monitoring technologies
Direct impact on operational excellence and service delivery
Opportunities to build, shape, and scale a high-performing team
Professional development and career growth opportunities
A collaborative and dynamic work environment in our Athens-based Monitoring Center
Who Should Apply
This role is ideal for:
Professionals with experience in 24/7 operations who want to step into or grow within a leadership role
Candidates with a strong operational mindset and hands-on approach to problem-solving
Individuals who thrive in fast-paced, real-time decision-making environments
Leaders who can balance team management with operational execution