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
Skills Required
- Bachelor degree in IT or Telecommunications
- 5 years experience in Operation Support and KPI reporting
- Proficiency in telco digital processes and BSS processes
- Knowledge of ITIL and TM Forum AI operation processes
- Experience in BSS vendor management (escalation, reporting, operation improvement)
- Experience with ServiceNow and Jira (service management tools)
- Experience with SLA and KPI reporting tools and dashboards
- Good knowledge of APIs, AI, and cloud-based services
- Excellent communication and cross-functional collaboration skills
What We Do
Add life to life. Welcome to a vibrant and multiple award-winning telecommunications service provider. Our aim is to bring people and businesses together in what we do best, by offering mobile and fixed services, broadband connectivity and IPTV services to people, homes and businesses all over the UAE. du serves nine million individual customers with its mobile, fixed line, broadband internet, and Home services over its 4G LTE network. du also caters to over 100,000 UAE businesses with its vast range of ICT and managed services. Since its launch in 2007, du has many UAE firsts to its credit, including introduction of Pay by the Second® billing system, IPTV and self-service portal. du is ideally placed to support the realisation of UAE Vision 2021 and transformation of Dubai into a Smart City. We are the official strategic partner of the Smart Dubai Office and the platform provider for Smart Dubai. Additionally, du supports innovative citywide sustainability initiatives aligned with the Dubai 2040 Urban Masterplan and Dubai’s commitment to helping the UAE achieve the UN Sustainable Development Goals and UAE NetZero 2050 initiative. We are building our telecommunication company by taking connectivity to the next level to fit the future and the people need. Therefore, we are providing carrier services, a data hub, internet exchange facilities and satellite service for broadcasters.
