Technical Operations Manager, L0/L1 & KPI Excellence

Emirates Integrated Telecommunications Company; Dubai; On-site; AED 90,000 - 130,000; Full time

Job summary

Emirates Integrated Telecommunications Company is seeking a seasoned operations professional to drive incident triage, triage prioritization, and root-cause analysis in a high-demand telco environment.

You will monitor SLA, MTTR, and KPIs, produce dashboards, and coordinate with vendors on incident resolution and changes. Strong communication and cross-functional collaboration are essential to succeed in this role.

Qualifications

• Bachelor in IT/Telecom.
• 3–5 years of 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.

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

Telecom technologies

Digital services

API

Artificial Intelligence

Cloud-based services

Education

Bachelor in IT/Telecom

Tools

Service Now

Jira

Job description

Emirates Integrated Telecommunications Company is seeking a seasoned operations professional to drive incident triage, triage prioritization, and root-cause analysis in a high-demand telco environment.

You will monitor SLA, MTTR, and KPIs, produce dashboards, and coordinate with vendors on incident resolution and changes. Strong communication and cross-functional collaboration are essential to succeed in this role.