Staff Application Operations Engineer - Mobile Carrier Services

As a Staff Application Operations Engineer specializing in Mobile Carrier Services for the company Digital Workplace team, you will be responsible for managing and optimizing mobility services across the organization, ensuring seamless operations, compliance, and cost-effectiveness. This role encompasses the management of mobile devices, carrier services, and applications, as well as vendor relationships and financial processes. You will play a critical role in catalog management, asset tracking, and service governance, ensuring that all mobility services align with organizational policies and standards. Additionally, you will leverage tools like ServiceNow (SNOW) to manage incidents, requests, and reporting, while driving continuous improvement initiatives to enhance service quality and user experience.

Location: Dubai

Responsibilities

• Maintain an up-to-date catalog of approved devices and services, streamlining procurement processes and ensuring alignment with organizational needs.
• Track and manage mobile assets across the organization, ensuring accurate inventory and compliance with company policies.
• Manage relationships with carriers and device manufacturers, ensuring high-quality service delivery and adherence to service level agreements.
• Participate in recurring meetings with vendors and quarterly business reviews (QBRs) to drive continuous improvement.
• Assist with purchase orders (POs), invoices, bill payments, cost allocation, and cost-saving initiatives.
• Validate vendor invoices and match billing data in ServiceNow (SNOW) for accuracy.
• Develop detailed reports and dashboards for usage, costs, and compliance, leveraging ServiceNow (SNOW) for incident and request management reporting.
• Oversee escalated and high-priority incidents and service requests related to mobility services, ensuring timely resolution and providing Root Cause Analyses (RCAs) upon request.
• Establish policies and procedures for mobile device usage and management, ensuring compliance with company standards and regulatory requirements.
• Ensure the health and accuracy of the ServiceNow CMDB, maintaining up-to-date records of mobile carrier services and communication hardware.
• Continuously assess user feedback on service quality and collaborate with key stakeholders to optimize mobile carrier services, enhancing performance and user satisfaction.
• Identify and implement automation opportunities to streamline mobile carrier service processes and reduce manual intervention.
• Develop and maintain clear and concise end-user and support documentation, including SOPs, guidelines, and training materials.
• Conduct training sessions and workshops to educate internal teams on mobile carrier technologies and operational procedures.
• Lead and participate in projects related to the deployment, onboarding, divesting, and enhancement of mobility services, ensuring they are delivered on time and within budget.
• Work closely with sourcing, Corporate TSA teams, and other stakeholders to ensure seamless transition, integration, and operation of mobility services within the company.

Requirements

• Bachelor’s Degree in Computer Science or in “STEM” Majors (Science, Technology, Engineering, and Math).
• Extensive experience within an operational setting, specifically in mobile carrier services.
• Professional experience with ServiceNow CMDB management and vendor management.
• A minimum of 3 years of professional experience in the Digital Technology domain.

Preferred Qualifications

• Demonstrated strong technical and analytical skills.
• Demonstrated solid communication skills at all levels of the organization.
• Proactively identifies and removes obstacles or barriers.
• Ability to take a data-driven approach to making recommendations or developing plans.
• Operates with a thorough, detail-oriented mindset.
• Experience in the Digital Workplace Platform domain, including telephony and mobility.

Work Conditions

• Relocation Assistance Provided: No