Senior Service Desk – 24x7 Cloud & AI Ops

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, 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.