Technical Manager - L0 / L1 Management
du · Dubai
Key Accountabilities
- 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
Qualifications:
- Bachelor in IT/Telecom
Experience: 3–5 years
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.
Skills:
- 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