Technical Manager - L0 / L1 Management

du; Dubai; On-site; AED 156,000 - 257,000; Full time

Job summary

du in Dubai is seeking an Operations Support professional to handle incident triage and L0 troubleshooting for telecom services. You will monitor SLAs, MTTR and KPI metrics while producing operational reports and dashboards.

The role also involves coordinating vendor engagement and change management activities to ensure service reliability.

Qualifications

• Bachelor in IT or Telecom is required.
• 5 years? experience in Operations Support and KPI reporting is expected.
• Experience in BSS vendor management and ITIL/TM Forum AI operation processes preferred.
• Strong communication and collaboration skills in cross-functional teams.

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 high performance.
• Produce operational reports and dashboards.
• Manage vendors for incident resolution.
• Coordinate change management/upgrades/fixes.
• Propose Roadmap feature improvements.

Skills

AI operation processes

TM Forum zero touch AI Operation

Service management tools

Vendor management

Telecommunications technologies

API

Cloud-based services

SLA/KPI reporting

Cross-functional collaboration

Education

Bachelor in IT/Telecom

Tools

Service Now

Jira

ITIL

TM Forum AI operation tools

Job description

• 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
• Proposing Roadmap feature improvements
  
  

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

• Bachelor in IT/Telecom
• Experience: 3–5 years
  
  

Experience

• 5 years’ experience in Operation Support and KPI reporting
• Proficiency in telco digital process and BSS process including ITIL and TM Forum AI operation processes
• Experience 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 Management
• Good knowledge of AI operation processes and TM Forum zero touch AI Operation