وصف الوظيفة
Role Overview
Technical Manager - L0 / L1 Management at Du, based on location as stated in the original posting.
Role Purpose
Manage incident triage, troubleshooting, and escalation while monitoring service performance, producing operational reports, coordinating change management activities, and driving roadmap improvements to meet service level agreements and operational KPIs.
Key Responsibilities
Incident Management
- Perform incident triage and prioritization.
- Perform basic troubleshooting to identify root cause and provide L0 support.
- Manage vendors for incident resolution.
Performance Monitoring & Reporting
- Monitor SLA, MTTR and service KPIs to meet the highest performance.
- Produce operational reports and dashboards.
Operations & Improvement
- Coordinate change management, upgrades, and fixes.
- Propose roadmap feature improvements.
Qualifications & Experience
- Bachelor degree in IT or Telecom.
- 3–5 years of 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, including escalation, reporting, and operation improvement.
Skills & Competencies
- Good knowledge of telecommunications technologies and digital services, API, Artificial Intelligence, and cloud-based services.
- Deep knowledge of Service Management tools such as ServiceNow and Jira.
- Deep knowledge of SLA and KPI reporting tools.
- Deep knowledge of Vendor Management.
- Good knowledge of AI operation processes and TM Forum zero touch AI Operation.
- Excellent communication and collaboration skills.
- Ability to work effectively in a cross-functional team environment.
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