Technical Manager - L0 / L1 Management

Emirates Integrated Telecommunications Company; Dubai; Presencial; AED 180.000 - 240.000; Jornada completa

Descripción de la vacante

Emirates Integrated Telecommunications Company in Dubai is seeking an experienced operations professional to manage incident triage, basic troubleshooting, and KPI reporting. The role focuses on maintaining high SLA performance, producing dashboards, and coordinating vendor-driven resolutions.

You will work within a cross-functional team, leveraging ITIL and TM Forum AI operation concepts while engaging in change management, roadmap discussions, and service improvements in a dynamic telco

Formación

• Bachelor in IT/Telecom required.
• 5 years in Operations Support and KPI reporting desired.
• Experience with telco digital and BSS processes including ITIL and TM Forum AI operation processes.
• Experience in BSS Vendor Management (escalation, reporting, operation improvement).
• Excellent communication and collaboration skills in cross-functional teams.

Responsabilidades

• 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.

Conocimientos

Communication

Cross-functional collaboration

Vendor management

ITIL

BSS knowledge

Educación

Bachelor in IT/Telecom

Herramientas

Service Now

Jira

Descripción del empleo

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