Technical Manager - L0 / L1 Management

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