Technical Manager - L0 / L1 Management

About the Role
This position is pivotal in ensuring the efficiency and reliability of operations within our telecommunications environment. You will play a critical role in incident management, root cause analysis, and performance monitoring to achieve optimal service delivery. Moreover, you will manage vendor relationships and work cross-functionally to implement improvements and coordinate necessary upgrades.

Key Accountabilities

• Perform incident triage and prioritization.
• Conduct basic troubleshooting to identify root causes and provide Level 0 support.
• Monitor SLAs, MTTR, and service KPIs to ensure the highest performance standards are met.
• Produce operational reports and dashboards for better visibility and tracking.
• Manage vendors for incident resolution, ensuring timely and effective action.
• Coordinate change management, upgrades, and fixes collaboratively across relevant teams.
• Propose roadmap feature improvements to enhance operational efficiency.

Qualifications

• Bachelor’s degree in IT or Telecommunications.
• 3–5 years of experience in relevant roles.

Experience

• Minimum of 5 years’ experience in Operations Support and KPI reporting.
• Proficient in telco digital processes and BSS processes, including ITIL and TM Forum AI operation processes.
• Experienced in BSS Vendor Management, including escalation, reporting, and operational improvement strategies.
• Excellent communication and collaboration skills, enabling effective interaction in cross-functional team environments.

Skills

• In-depth knowledge of telecommunications technologies and digital services, including APIs, Artificial Intelligence, and cloud-based services.
• Strong familiarity with Service Management tools (such as Service Now, Jira), SLA and KPI reporting tools, and Vendor Management.
• Solid understanding of AI operation processes and TM Forum zero touch AI Operations.