Technical Manager - L0 / L1 Management

Emirates Integrated Telecommunications Company PJSC (EITC); Dubai; On-site; AED 180,000 - 300,000; Full time

Job summary

Emirates Integrated Telecommunications Company PJSC (EITC) in Dubai is seeking an experienced operations professional to lead incident triage, root cause analysis, and L0/L1 support coordination for critical telecom services.

You will monitor SLA/KPI, produce dashboards, manage vendor relationships, and drive change management and roadmap improvements within cross-functional teams, leveraging ITIL and TM Forum AI operation processes.

Qualifications

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

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 the highest performance
• Produce operational reports and dashboards
• Manage vendors for incident resolution
• Coordinate change management/upgrades/fixes
• Proposing Roadmap feature improvements

Skills

telecommunications technologies

Service Management tools

AI operation processes

Education

Bachelor in IT/Telecom

Tools

Service Now

Jira

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:

• 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