Security Operations Centre Executive

Convergint; Dubai; On-site; AED 120,000 - 200,000; Full time

Job summary

A leading security services provider in Dubai is looking for a Security Operations Centre Executive. This role involves managing communications and service requests, monitoring system health, and preparing operational reports. Candidates should hold a Bachelor’s degree in Engineering or IT, have 3-4 years of experience in operations or after sales support, and possess knowledge of the UAE. Strong communication skills are essential for addressing customer queries and ensuring timely resolutions.

Qualifications

• 3-4 years’ experience in operations or after sales support preferably in IT security services.
• Must have knowledge of UAE.

Responsibilities

• Act as the first line of communication for all customer queries related to Maintenance services.
• Log and manage service requests using ERP systems and ensure timely resolution.
• Monitor and track work orders as part of SOC operations.
• Prepare and maintain reports on SOC operations and performance.
• Coordinate with internal teams and external stakeholders.

Skills

Operations or after sales support experience

Knowledge of UAE

Communication skills

Education

Bachelors of Engineering or IT

Job description

JOB SUMMARY

As a Security Operations Centre Executive, serves as the first point of contact for Maintenance site operations, handling inbound communications and logging service requests via ERP/CAFM/EAM systems. Monitors SOC systems, alerts, and dashboards, coordinates with internal teams and external stakeholders, and prepares daily operational and performance reports.

QUALIFICATIONS, SKILLS & EXPERIENCE

• Bachelors of Engineering or IT or equivalent as minimum.
• 3-4 years’ experience in operations or after sales support preferably in IT security services.
• Must have knowledge of UAE.

JOB RESPONSIBILITIES

• Act as the first line of communication for all customer queries via phone, email, chat, and apps related to Maintenance services.
• Log and manage service requests (Callouts) using ERP systems, assign tasks to the right teams, and ensure timely resolution.
• Monitor and track work orders, system health, alerts, reminders, and dashboards as part of the SOC (Service Operations Center).
• Ensure all requests and queries are resolved in line with SLAs and documented thoroughly in the system.
• Prepare and maintain daily, shift-wise, weekly, monthly, quarterly, and annual reports on SOC operations and performance.
• Coordinate with internal teams across departments and external stakeholders including clients, vendors, and service providers.
• Follow up with customers to confirm resolution of issues and satisfaction with service.
• Organize and arrange PTWs (Permit to Work), NOCs (No Objection Certificates), and site visits as per operational needs.
• Implement field team rosters for both reactive and preventive maintenance tasks.
• Provide clear and comprehensive support to customers while professionally handling complaints or technical issues.