Engineer Carrier Contact Center

Role Overview

Engineer Carrier Contact Center at du, located in the United Arab Emirates. This role provides 24/7 support for Technology/IT Operations as an interface between external Carrier Partners, Business units (Customer operations, IT, Commercial), and Technology Operations.

Company Overview

du is the UAE's second licensed telecommunications operator, founded in 2005 as part of Emirates Integrated Telecommunications Company PJSC. du operates alongside Virgin Mobile and is listed on the Dubai Financial Market (DFM) under the ticker DU. Core shareholders include Emirates Investment Authority (50.12%), Emirates International Telecommunications (19.7%), and Mamoura Diversified Global Holding PJSC (10.06%), with remaining shares held by public shareholders.

Role Purpose

Support the running of a 24/7 Carrier Contact Center by serving as the primary interface for technical coordination, Site Access Management, Escalation, Change and SLA management between external Carrier Partners and internal Business and Technology Operations teams. The role requires intensive interaction and communication with internal du teams and external partners, underpinned by broad knowledge of Network Operations, operational processes, SLAs, and procedures.

Key Responsibilities

Service Level & Performance Management

• Ensure SLA and KPI adherence across all support teams, focusing on eliminating service disruptions and maintaining business continuity and the availability of applications, retail systems, and network services.
• Maintain full understanding of operations processes and SLA/KPI timelines.
• Ensure timely acknowledgement, updates, and follow-up for all faults reported to or by Business partners and other departments.
• Review trouble ticket resolutions for completeness and accuracy.
• Conduct daily follow-up on pending RFO with assignee to close within defined SLA.
• Monitor, analyze, and report on performance metrics monthly and quarterly, identifying trends, improvement areas, and service anomalies.
• Provide transparent updates to stakeholders on service performance, major incidents, and improvement plans.

Escalation & Incident Management

• Act as a first point of contact for all external technical issues (IT/Technology) for the company.
• Serve as the first point of contact for all international carrier cases, delivering immediate support to reduce downtime and avoid disruption to sales operations.
• Handle escalations to minimize operational impact and ensure swift issue resolution.
• Escalate unresolved or systemic issues to L2 support while providing complete context and impact details directly affected.

Operations & Service Desk Coordination

• Oversee day-to-day operations of all service desks, ensuring timely and effective resolution of incidents and service requests, with accurate and complete documentation.
• Oversee and coordinate daily activities, ensuring efficient first-level support, timely escalation, and high team performance aligned with business goals.
• Implement and maintain service management practices, driving process maturity and consistency in incident, request, and escalation handling.
• Coordinate shift planning and roster scheduling to ensure 24/7 service desk coverage, while addressing workload distribution, team availability, and backup readiness.
• Provide shift-based coverage during peak hours, holidays, and promotional events to ensure high availability.

Change & Escalation Management

• Assure proper coordination for international change management.
• Assure always the availability of updated escalation matrices to guarantee all resources are available and contactable.

Communication & Stakeholder Management

• Communicate clearly with stakeholders, provide performance updates, and act as a liaison between users and support teams.
• Inform business units about network outages and impact on customers.

Technical Support & Troubleshooting

• Troubleshoot and resolve retail application issues (for example, POS software errors, order syncing delays, transaction failures) to ensure seamless checkout and customer experience.

Knowledge Management

• Ensure that all first-level resolutions are documented, tagged, and fed into the knowledge base for future reference and team learning.

Qualifications & Experience

• Bachelor degree in Telecommunications Engineering, Electronics and Communications Engineering, or equivalent diploma in the same or related field of study.
• Minimum 3 years of experience working in a related field in the Telecom Industry.
• Basic understanding of IP technologies.

Skills & Competencies

• Fluent in written and verbal English.
• Very good command in using MS Office (Excel, Visio, PowerPoint, Project).
• Experience in using trouble-ticketing systems.
• Self-motivated, team player, and result-oriented.
• Flexibility, multitasking, process-oriented, and conflict resolution skills.
• Analytical, conceptual, and initiative thinking.
• Ability to work under pressure and handle network crises and emergencies.
• Attention to detail, full understanding of network and operational processes, and good communication skills.

Additional Information

• Applicants will need to complete an AI-based chat interview as part of the application process. The interview is not timed but should be completed within a reasonable period to allow the application to move forward.