✨ AI Summary
eDaran is seeking a Technical Manager for L0/L1 Management in Dubai, UAE. The role involves performing incident triage, prioritization, and basic troubleshooting to identify root causes. Key responsibilities include monitoring SLAs, MTTR, and service KPIs, producing operational reports, managing vendors for incident resolution, and coordinating change management. The ideal candidate will have a Bachelor's degree in IT/Telecom and 3-5 years of experience, with a strong emphasis on 5 years in Operation Support and KPI reporting. Proficiency in telco digital processes, BSS processes, ITIL, TM Forum AI operation processes, and BSS Vendor Management is required. Excellent communication and collaboration skills are essential for working effectively in a cross-functional team.
Requirements
Perform incident triage and prioritization, basic troubleshooting, and root cause analysis. Monitor SLA, MTTR, and service KPIs, producing operational reports and dashboards. Manage vendors for incident resolution and coordinate change management. Propose roadmap feature improvements. Requires 5 years of experience in Operation Support and KPI reporting, proficiency in telco digital and BSS processes (including ITIL and TM Forum AI operation processes), and experience in BSS Vendor Management. Excellent communication and collaboration skills are essential.
Description
Key Accountabilities JOB DESCRIPTION Perform incident triage and prioritizationPerform basic troubleshooting to identify root cause and provide L0 supportMonitor SLA, MTTR and service KPIs to meet the highest performanceProduce operational reports and dashboardsManage vendors for incident resolutionCoordinate change management/upgrades/fixesProposing Roadmap feature improvementsQualificationsBachelor in IT/TelecomExperience: 3–5 yearsExperience5 years experience in Operation Support and KPI reportingProficiency in telco digital process and BSS process including ITIL and TM Forum AI operation processesExperience 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.SkillsGood 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 ManagementGood knowledge of AI operation processes and TM Forum zero touch AI Operation