Customer Operations Manager

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 is dedicated to developing and commercializing cutting-edge post-quantum cryptographic solutions. Our mission is to safeguard enterprise digital environments through innovative protocols and applications that address the evolving challenges of the post-quantum era.

As a Customer Operations Manager you'll establish and run the customer-facing support and service operations function across a growing portfolio of products and customer entities. The role owns the operational framework for customer support including Jira Service Management (JSM), incident and escalation management, the L1/L2/L3 operating model, SLA governance, customer onboarding into support, service reporting and 24/7 support readiness, and ensures operations scale consistently with clear ownership between customer teams, internal support, managed-service partners and Product/Engineering.

Key Responsibilities

Customer Support Operations & Service Desk

• Own the end-to-end L1/L2/L3 support operating model across all products and customer entities.
• Govern JSM day to day: request types, queues, workflows, priorities, routing and access.
• Ensure ticket data is fit for SLA measurement and operational reporting.
• Maintain visibility of open incidents, escalations, recurring issues and service risks.
• Drive consistent use of the official support portal.

Incident & Escalation Management

• Coordinate P1 and high-impact incidents from triage through resolution.
• Maintain clear L1-L2-L3 escalation paths, with proper logs and evidence captured before handover.
• Own customer communication and resolution tracking during active incidents.
• Facilitate post-incident reviews and track follow-up actions on recurring issues.

SLA & Service Governance

• Define and maintain achievable SLAs with Product, Engineering and business stakeholders.
• Monitor response, mitigation and resolution performance; flag potential breaches early.
• Capture dependencies, exclusions, supported releases and customer responsibilities in SLA definitions.
• Coordinate security vulnerability SLA processes.

Managed Services / Outsourced L2

• Own the operational interface with the outsourced L2 provider, including 24/7 coverage where required.
• Define scope, coordinate vendor onboarding and product knowledge transfer.
• Maintain escalation paths from external L2 to internal Product/Engineering L3.
• Monitor vendor SLA/KPI performance and run regular service reviews.
• Keep vendor responsibilities clearly separated from permanent engineering code-fix ownership.

Customer & Product Onboarding

• Define operational readiness for new customers: contacts, JSM access, escalation paths, SLA awareness and support procedures.
• Confirm new products are operationally ready before transitioning into support, with handover documentation and knowledge in place.

Service Reporting & KPIs

• Own recurring reporting on ticket volumes, SLA achievement, escalations, recurring issues and service risks.
• Produce monthly customer service reports and internal management reporting from JSM and other approved operational data.

Knowledge Management & Operational Readiness

• Establish and maintain runbooks and troubleshooting procedures aligned with supported releases.
• Ensure L2 teams can perform log analysis, application/backend troubleshooting, basic SRE checks and documented workarounds.
• Coordinate knowledge-transfer sessions with Product/Engineering and close gaps that drive avoidable L3 escalations.

Cross-Functional Coordination

• Act as the operational bridge between the customer and the technical organization, not simply a ticket conduit.
• Partner closely with Product, Engineering/L3, SRE/DevOps/Infrastructure, Security, Delivery/PM, Legal/Commercial and external managed-service providers.

Minimum Qualification

• Proven experience in Customer Operations, Technical Support, Service Delivery, IT Operations or Managed Services, including enterprise customer support environments.
• Strong working knowledge of L1/L2/L3 support models and hands-on experience with Jira Service Management (JSM) or a comparable ITSM platform.
• Experience defining and managing SLAs, KPIs and escalation processes, and coordinating technically complex customer incidents.
• Understanding of software and application support, knowledge of SRE, DevOps and infrastructure concepts.
• Experience partnering with Product and Engineering teams and producing customer-facing service reports and operational dashboards.
• Experience working with external support vendors or managed-service providers, and exposure to 24/7 support operations, are highly desirable.
• Experience with Application and backend services, APIs and integrations concepts
• Familiar with Linux environments; cloud, VM and containerized environments; Kubernetes and Docker concepts.
• Networking and connectivity troubleshooting; log collection and analysis; monitoring and alerting.
• Authentication and access-management concepts; security vulnerability management.

Join us to drive innovation and shape the future of technology!