Carrier & IT Service Desk Engineer (24/7 Ops)

du; Dubai; Sur place; AED 90 000 - 130 000; Plein temps

Résumé du poste

du is seeking an experienced Service Desk and Operations Manager to oversee 24/7 service desk coverage, ensuring timely incident resolution and high availability of critical systems. The role requires coordinating cross-functional teams, managing escalations, and maintaining robust knowledge bases.

The ideal candidate will have a telecom background, IP tech understanding, and strong communication skills to liaise with stakeholders and business units.

Qualifications

• Bachelor degree in Telecommunications Engineering or Electronics and Communications Engineering or equivalent diploma in the same or related field of study.
• Minimum 3 years of experience in Telecom Industry.
• Basic understanding of IP technologies.

Responsabilités

• Oversee day-to-day operations of all service desks, ensuring timely and effective resolution of incidents and service requests, with accurate and complete documentation.
• Implement and maintain service management practices, driving process maturity and consistency in incident, request, and escalation handling.
• Monitor, analyze, and report on performance metrics (monthly and quarterly), identifying trends, improvement areas, and service anomalies.
• Coordinate shift planning and roster scheduling to ensure 24/7 service desk coverage, while addressing workload distribution, team availability, and backup readiness.
• Communicate clearly with stakeholders, provide performance updates, and act as a liaison between users and support teams.
• Provide shift-based coverage during peak hours, holidays, and promotional events to ensure high availability

Connaissances

English fluency

MS Office

Trouble-ticketing systems

Self-motivated

Team player

Communication skills

Analytical thinking

Formation

Bachelor's degree in Telecommunications/EC Engineering or similar

Outils

Trouble-ticketing systems

Description du poste

du is seeking an experienced Service Desk and Operations Manager to oversee 24/7 service desk coverage, ensuring timely incident resolution and high availability of critical systems. The role requires coordinating cross-functional teams, managing escalations, and maintaining robust knowledge bases.

The ideal candidate will have a telecom background, IP tech understanding, and strong communication skills to liaise with stakeholders and business units.