Technical Operations Manager - AI-Driven ITIL & KPI Lead
Emirates Integrated Telecommunications Company PJSC (EITC)
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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
Education
Tools
Job description
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.
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