Client Services Manager jobs in United Arab Emirates
Agriculture Supervisor - Fruit Farm
Apt Resources
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Ikea
IT Delivery Lead: Cross-Functional Teams & Global Stakeholders
Boskalis
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LEAMS Education Services (Gamma Holdings Ltd.)
Food & Beverage Supervisor - Russian Speaker
PALAZZO VERSACE DUBAI
Corporate Communications & Investor Relations, Group Senior Manager, Dubai
Hanson Search
Stewarding Supervisor
Jebel Ali International Hotels L.L.C
Team Lead Affiliate - iGaming - MENA
Snaphunt
NOC Shift Lead (L2 Supervisor)
Job summary
A leading IT services firm in Dubai seeks a dedicated supervisor to lead L1 Operators during shifts and manage incident handling according to defined protocols. This role emphasizes effective communication, compliance with operational standards, and continuous improvement. The ideal candidate will monitor performance metrics and play a key role in incident resolution. This position offers the opportunity to contribute significantly to operational success in a dynamic environment.
Responsibilities
- Supervise and lead L1 Operators during assigned shift.
- Manage and elevate incidents as per defined SOPs and escalation paths.
- Validate incidents before escalating to L3 or engineering teams.
- Ensure accurate maintenance of incident logs and ITSM records.
- Conduct and document effective shift handovers with status updates.
- Provide guidance and support to shift team for incident triage and troubleshooting.
- Ensure compliance with operational procedures and quality standards.
- Contribute to root cause analysis (RCA) and continuous improvement initiatives.
- Monitor and report on key performance indicators such as incident resolution SLAs, categorization accuracy, and efficiency of escalations.
- Act as duty manager, representing the operations team during the shift.
- Supervise and lead L1 Operators during assigned shift.
- Manage and elevate incidents as per defined SOPs and escalation paths.
- Validate incidents before escalating to L3 or engineering teams.
- Ensure accurate maintenance of incident logs and ITSM records.
- Conduct and document effective shift handovers with status updates.
- Provide guidance and support to shift team for incident triage and troubleshooting.
- Ensure compliance with operational procedures and quality standards.
- Contribute to root cause analysis (RCA) and continuous improvement initiatives.
- Monitor and report on key performance indicators such as incident resolution SLAs, categorization accuracy, and efficiency of escalations.
- Act as duty manager, representing the operations team during the shift.
* The salary benchmark is based on the target salaries of market leaders in their relevant sectors. It is intended to serve as a guide to help Premium Members assess open positions and to help in salary negotiations. The salary benchmark is not provided directly by the company, which could be significantly higher or lower.