Technical Manager - L0 / L1 Management

Du
Dubai
Full timeFunction: IT Operations (Systems/Network Admin)Experience: 3-5 yearsEducation: bachelorsSkills: ["Communication","Collaboration","Cross-functional teamwork"]

Provide advanced L0/L1 operations support by triaging and prioritizing incidents, performing initial troubleshooting, and monitoring SLA/MTTR and service KPIs. Produce operational reports and dashboards, coordinate change management and upgrades, and manage vendors to resolve incidents. Drive continuous improvement through roadmap feature proposals, leveraging telco digital processes, BSS operations, and service management tooling to ensure service stability.

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FursaFursa
Du
Du
4 days ago

Technical Manager - L0 / L1 Management

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Source: Company careers pageValidated by: Fursa AI
Last checked: 22 hours agoStatus: Live

Job Summary

Provide advanced L0/L1 operations support by triaging and prioritizing incidents, performing initial troubleshooting, and monitoring SLA/MTTR and service KPIs. Produce operational reports and dashboards, coordinate change management and upgrades, and manage vendors to resolve incidents. Drive continuous improvement through roadmap feature proposals, leveraging telco digital processes, BSS operations, and service management tooling to ensure service stability.
Location: Dubai
Employment Type: Full time
Job Function: IT Operations (Systems/Network Admin)
Seniority: Manager level

Key Responsibilities

  • •Perform incident triage and prioritization, providing L0 support through basic troubleshooting to identify root cause
  • •Monitor SLA, MTTR, and service KPIs to meet performance and stability targets
  • •Produce operational reports and dashboards
  • •Manage vendors for incident resolution and coordinate escalation/reporting
  • •Coordinate change management activities including upgrades and fixes, and propose roadmap feature improvements

Key Requirements

  • •Bachelor’s degree in IT/Telecom
  • •3–5 years of experience (including 5 years in operation support and KPI reporting)
  • •Proficiency in telco digital and BSS processes, including ITIL and TM Forum AI operation processes
  • •Experience with BSS vendor management, including escalation, reporting, and operation improvement
  • •Excellent communication and collaboration skills in a cross-functional team environment
Experience:3-5 yearsTelecommunicationsBSSService managementVendor management
Education:Bachelor's in IT/Telecom
Skills:CommunicationCollaborationCross-functional teamwork
Languages:English
Tech Stack:APIArtificial IntelligenceCloud-based servicesServiceNowJiraITILTM ForumZero touch AI operationBSS

Company Brief

Du
du (Emirates Integrated Telecommunications Company PJSC) is a UAE-based telecom operator providing mobile, fixed-line, broadband, IPTV and ICT services to consumers and businesses across the United Arab Emirates.
Industry: Telecommunications
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: Dubai, United Arab Emirates
Founded: 2005
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