Customer Operations Lead — 24/7 Service & Incident Mgmt

QuantumGate; Abu Dhabi; On-site; AED 300,000 - 460,000; Full time

Job summary

QuantumGate in Abu Dhabi is seeking a Customer Operations Manager to establish and run customer-facing support and service operations across our growing product portfolio.

You will own the L1-L3 support model, govern JSM, incidents, SLAs, onboarding, and service reporting, coordinating with Product, Engineering, SRE and external vendors. The role requires enterprise support experience and proactive scaling of operations to meet 24/7 coverage.

Qualifications

• Proven experience in Customer Operations, Technical Support or IT service delivery.
• Strong knowledge of L1/L2/L3 support and JSM.
• Experience defining SLAs, KPIs and escalation processes.
• Familiar with Linux, cloud, VMs, Kubernetes and Docker.
• Experience with external support vendors or MSPs.
• Collaborates with Product and Engineering teams.

Responsibilities

• Own end-to-end L1/L2/L3 support across all products and customers.
• Govern Jira Service Management: queues, workflows, priorities, routing.
• Ensure ticket data supports SLA measurement and reporting.
• Maintain visibility of incidents, escalations and service risks.
• Coordinate 24/7 support readiness with partners as needed.
• Drive post-incident reviews and follow-up actions.
• Define and maintain SLAs with Product and Engineering.
• Provide service reporting and operational dashboards.

Skills

Customer operations

Technical support

Service delivery

IT operations

Vendor management

Jira Service Management

SLA KPIs

DevOps concepts

Log analysis

Security vulnerability mgmt

Tools

Jira Service Management (JSM)

Kubernetes

Docker

Job description

QuantumGate in Abu Dhabi is seeking a Customer Operations Manager to establish and run customer-facing support and service operations across our growing product portfolio.

You will own the L1-L3 support model, govern JSM, incidents, SLAs, onboarding, and service reporting, coordinating with Product, Engineering, SRE and external vendors. The role requires enterprise support experience and proactive scaling of operations to meet 24/7 coverage.