Summary
du is hiring a Technical Manager to oversee L0/L1 support operations. The role includes incident triage and troubleshooting, monitoring service KPIs and SLAs, preparing reports and dashboards, managing vendors, and coordinating changes and upgrades. The position also contributes to roadmap improvements. A bachelor’s degree in IT or telecommunications is required; the posting lists 3–5 years of experience and separately calls for five years in operations support and KPI reporting.
The posting
As published on du.ae. Pulled from the employer's site and shown as they wrote it.
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