du / EITC
Technical Manager - L0 / L1 Management
🇦🇪 Dubai, UAE🏢 On-site
ITILTM ForumServiceNowJiraBSSAPIArtificial IntelligenceCloud Services
At a Glance
- Category
- 💻 Technology
- Level
- Mid-Level
- Type
- Full-time
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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
Requirements
- •Bachelor in IT/Telecom
- •3–5 years of experience in Operation Support and KPI reporting
- •Proficiency in telco digital process and BSS process
- •Knowledge of ITIL and TM Forum AI operation processes
- •Experience in BSS Vendor Management (escalation, reporting, operation improvement)
- •Excellent communication and collaboration skills
- •Ability to work effectively in a cross-functional team environment
Nice to Have
- •Good knowledge of telecommunications technologies and digital services
- •Knowledge of 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
Responsibilities
- •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
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Stop — Check First
- Check your resume before du / EITC rejects it
- Get AI-rewritten bullet points
- Download Gulf-ready CV
60 seconds. $5.88 one-time.
GCC Info
Company
du / EITC
1000-5000 employees
du (Emirates Integrated Telecommunications Company) provides mobile, fixed, and digital services to consumers and businesses across the UAE.