Technical Manager - L0 / L1 Management

The purpose of this role is to provide advanced operation support through incident triage, KPI monitoring, reporting, and vendor coordination to ensure the highest performance and service stability.

Key Accountabilities

• Perform incident triage and prioritization
• Perform basic troubleshooting to identify root causes 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
• Propose roadmap feature improvements

Requirements

• Bachelor in IT/Telecom
• 3–5 years of experience in Operation Support and KPI reporting
• Proficiency in telco digital processes and BSS processes including ITIL and TM Forum AI operation processes
• 5 years’ 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
• Good knowledge of telecommunications technologies and digital services, API, Artificial Intelligence, and cloud-based services
• Deep knowledge about Service Management tools (like Service Now, Jira), SLA and KPI reporting tools, and Vendor Management
• Good knowledge of AI operation processes and TM Forum zero touch AI Operation

Location
Dubai, United Arab Emirates