Technical Manager - L0 / L1 Management

DU; Dubai; On-site; AED 180,000 - 300,000; Full time

Job summary

DU in Dubai is seeking a results-driven Operations Specialist to lead incident triage, perform L0 troubleshooting, and monitor SLA/MTTR. You will produce dashboards, report KPIs, and coordinate vendor engagements to resolve issues promptly.

Responsibilities include coordinating change management activities, driving AI-enabled operation initiatives, and suggesting roadmap improvements to enhance digital services and telecom processes. A strong ITIL background is essential.

Qualifications

• Bachelor in IT/Telecom, ITIL and TM Forum AI operation processes familiarity.
• Experience in Operation Support and KPI reporting.
• Vendor management experience with escalation and reporting.

Responsibilities

• Perform incident triage and prioritization.
• Perform basic troubleshooting to identify root cause and provide L0 support.
• Monitor SLA MTTR and service KPIs to meet performance.
• Produce operational reports and dashboards.
• Manage vendors for incident resolution.
• Coordinate change management upgrades fixes.
• Proposing Roadmap feature improvements.

Skills

L0 support

KPI reporting

Vendor management

AI operations

API & Cloud

Education

Bachelor in IT/Telecom

Tools

ServiceNow

Jira

Dashboards

Job description

Key Accountabilities

• Perform incident triage and prioritization
• Perform basic troubleshooting to identify root cause and provide L0 support
• Monitor SLA MTTR and service KPIs to meet the highest performance
• Produce operational reports and dashboards
• Manage vendors for incident resolution
• Coordinate change management upgrades fixes
• Proposing Roadmap feature improvements

Qualifications

Qualifications:Bachelor in IT/TelecomExperience: 3 5 yearsExperience: 5 years experience in Operation Support and KPI reportingProficiency in telco digital process and BSS process including ITIL and TM Forum AI operation processesExperience in BSS Vendor Management (escalation, reporting, operation improvement)Excellent communication and collaboration skills, with the ability to work effectively in a cross-functional team environment.Skills:Good knowledge of telecommunications technologies and digital services, API, Artificial Intelligence, and cloud-based services.Deep knowledge about Service Management tools (like Service Now, Jira), SLA and KPI reporting tools and Vendor ManagementGood knowledge of AI operation processes and TM Forum zero touch AI Operation