Executive - Service Desk

Core42; Abu Dhabi; On-site; AED 90,000 - 180,000; Full time

Benefits offered by this job

Competitive Salary

Yearly Bonus

Exclusive Discount Cards (Esaad/Fazaa)

Premium Family Insurance

Learning & Development

Job summary

Core42, a leader in AI-powered cloud and digital infrastructure, seeks an Executive – Service Desk to manage customer support, incident triage and platform monitoring within a dynamic cloud/AI environment. You will own tickets, provide operational guidance and escalate to Level 2/3 teams as required.

The role emphasizes a customer-centric and proactive mindset, ensuring service reliability, timely incident response and continuous improvement across Core42 platforms in the Middle East region.

Qualifications

• Experience in Service Desk, Technical Support, NOC, Cloud Operations or similar roles.

Responsibilities

• Respond to customer enquiries via portal, email and phone.
• Log, classify and prioritise incidents and changes in ITSM tools.
• Own tickets through resolution or escalation with timely updates.
• Monitor health, availability and security indicators of platforms.
• Coordinate with Level 2/3 teams and maintain incident timelines.
• Follow ITIL-aligned processes and escalation procedures.

Skills

Customer support

ITIL basics

English communication

24x7 shift readiness

Incident management

Education

Bachelor's in IT/CS/Engineering

Tools

OpenStack

Azure

AWS

GCP

Kubernetes

Job description

Core42, a leader in AI-powered cloud and digital infrastructure, is driving transformative technology solutions globally. Leveraging advanced resources and partnerships, Core42 empowers clients to harness sovereign AI infrastructure, especially in sectors with stringent regulatory needs. With a mission to redefine digital transformation, we combine sovereign capabilities with scalable, high-performance compute infrastructure, positioning itself at the forefront of AI innovation in the Middle East and beyond.

The Opportunity

The role combines customer support, platform monitoring, technical diagnosis, alert and incident triage, operational guidance, ticket ownership, approved first-line actions and escalation to Level 2 and Level 3 teams when required.

This position requires a customer-centric and operational mindset, strong technical discipline and the ability to work effectively in a dynamic cloud and AI environment. The successful candidate will contribute to service reliability, timely incident response, consistent operational execution and continuous improvement.

The Executive – Service Desk works across customer-reported issues and system-generated events as part of one operational workflow, ensuring incidents and service conditions are identified, recorded, communicated, progressed and handed over consistently.

Your Key Responsibilities

Customer Support and Service Management

• Respond to customer enquiries and support requests through approved channels, including the customer portal, email and phone.
• Provide clear guidance on the effective use of Core42 products and services.
• Log, classify, prioritise and maintain accurate records of customer interactions, incidents, service requests, access requests and changes within the designated IT service management tools.
• Own assigned tickets through resolution or escalation, providing timely updates and following up with customers and resolver groups.
• Ensure agreed service-level targets are met.

Platform Monitoring and Event Management

• Continuously monitor the health, availability, capacity, performance and security-related operational indicators of supported platforms and infrastructure using approved monitoring and observability tools.
• Acknowledge, validate, classify, prioritise, correlate and triage alerts and events.
• Distinguish actionable conditions from duplicate, transient, recurring or non-actionable alerts.
• Create or update operational incident tickets from monitoring alerts, recording the alert context, supporting evidence and an accurate timeline of actions and escalations.
• Perform scheduled and event-driven platform health checks.
• Validate platform recovery after an alert clears or remediation is completed.

Technical Diagnosis and Incident Response

• Perform first-line technical diagnosis and troubleshooting using approved support tools, consoles, command-line tools, knowledge articles and runbooks.
• Reproduce reported issues where possible, gather relevant evidence and clearly document the troubleshooting performed.
• Escalate complete and actionable information to Level 2 and Level 3 teams when required.
• Execute approved first-line diagnostic and remediation actions strictly in accordance with documented standard operating procedures and runbooks.
• Escalate when an action is unsuccessful, unavailable or outside the approved scope.
• Escalate service-affecting conditions and potential major incidents promptly to the appropriate resolver teams and duty stakeholders.
• Follow the defined escalation matrix and communication cadence.
• Provide accurate and timely communications during service degradation and incidents in line with approved communication and major incident procedures.
• Monitor escalated incidents until service restoration or formal handover.
• Coordinate with Level 2 and Level 3 teams and keep operational records and stakeholder communications current.

Operational Governance and Shift Handover

• Work a 24×7 rotating shift schedule and maintain clear and complete shift handovers covering open incidents, active alerts, pending actions, risks and follow-ups.
• Follow ITIL-aligned incident, request, change, problem, knowledge and major incident management processes.
• Adhere to applicable SLAs, OLAs and escalation requirements.
• Use only approved access, tools and procedures.
• Comply with information security, data privacy, audit and change-control requirements.

Knowledge Management and Continuous Improvement

• Create, review and improve knowledge articles, standard operating procedures, troubleshooting guides and customer-facing guidance based on operational experience.
• Identify recurring, noisy, missing or incorrectly configured alerts.
• Recommend improvements to monitoring coverage, automation and operational efficiency.
• Contribute to service reviews, ticket and alert quality reviews, trend analysis, root-cause follow-up and automation initiatives.
• Maintain a professional, collaborative and customer-focused approach when working with customers, colleagues and internal resolver teams.

What We’re Looking For

Required Skills and Qualifications

• Bachelor’s degree in Information Technology, Computer Science, Engineering or a related field, or equivalent relevant experience.
• Experience in a Service Desk, Technical Support, Network Operations Centre, Cloud Operations, Systems Operations or a similar technical support role.
• Working knowledge of Linux and cloud infrastructure concepts, including compute, storage, networking, virtualisation, containers and common platform services.
• Familiarity with monitoring and observability platforms, dashboards, alerts, logs and operational health indicators.
• Understanding of network fundamentals, including TCP/IP, DNS, routing, switching, firewalls and connectivity troubleshooting.
• Familiarity with ITIL and IT service management practices, including incident, request, change, problem, knowledge and major incident management.
• Ability to follow technical runbooks accurately, perform structured troubleshooting, document evidence clearly and make sound escalation decisions.
• Strong written and spoken English, with the ability to communicate technical information clearly to customers, colleagues and resolver teams.
• Ability and willingness to work a 24×7 rotating shift schedule, including nights, weekends and public holidays.

Preferred Skills and Qualifications

• Hands-on experience with cloud platforms such as OpenStack, Microsoft Azure, AWS, Google Cloud Platform or Oracle Cloud Infrastructure.
• Experience with monitoring and observability tools such as Zabbix, Grafana, Prometheus or comparable platforms.
• Experience supporting virtual machines, Kubernetes, Docker, storage, networking and security services in production environments.
• Basic scripting or automation experience using Shell, Python, PowerShell or similar technologies.
• Experience with Jira Service Management, ServiceNow or comparable IT service management tools.
• Relevant certifications such as ITIL, Linux/RHEL, CCNA, cloud, Kubernetes or equivalent.

What working at Core42 offers

With a diverse team of 1,100+ employees from 68 nationalities, we foster an inclusive, innovative and collaborative environment. At Core42, we foster a culture grounded in trust, accountability and high performance. We are united by our values: Grit, where we overcome challenges with resilience and determination, Passion, which drives us to pursue excellence in everything we do, and Impact, as we aim to inspire progress and create meaningful change. Our team members thrive in an environment where each person’s contributions propel us forward, and together, we commit to achieving extraordinary results.

• Competitive Salary: We offer an attractive salary package based on your skills and experience.
• Yearly Bonus: In recognition of your contributions, you will receive a performance-based annual bonus.
• Exclusive Discount Cards: Access special benefits with Esaad and Fazaa cards, offering discounts across a wide range of services.
• Premium Family Insurance: We provide comprehensive health coverage, including dental, vision and life insurance, ensuring the well-being of you and your family.
• Learning & Development: We offer access to top-tier learning platforms to help you grow in your career. Learn at your own pace with unlimited access to premium courses.