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Technical Manager - L0 / L1 Management

du
15 hours ago
Full-time
On-site
Dubai, 03

JobsCloseBy Editorial Insights

This on-site Technical Manager role in Dubai leads L0 and L1 operations, focusing on incident triage, basic troubleshooting for root cause, and monitoring SLA, MTTR and service KPIs while producing operational dashboards and coordinating vendor activity. You will also manage change approvals and upgrades and actively contribute to roadmap feature improvements with an eye toward zero touch AI operation. The ideal candidate holds a bachelor in IT or Telecom, 5 years in Operations Support and KPI reporting, and strong ITIL and TM Forum AI operation process knowledge, BSS vendor management, and cross functional collaboration. Applicants should tailor resumes to quantify incident resolution, dashboard delivery and vendor outcomes, highlight ServiceNow and Jira proficiency, and show readiness to work onsite in Dubai, plus include ideas for roadmap features and AI driven optimizations.

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