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

Bachelor in IT/Telecom; 3–5 years experience (with 5 years’ experience in Operation Support and KPI reporting); Proficiency in telco digital processes and BSS processes including ITIL and TM Forum AI operation processes; Experience in BSS Vendor Management (escalation, reporting, operation improvement).

Perform incident triage and prioritization; Perform basic troubleshooting to identify root cause and provide L0 support; Monitor SLA, MTTR and service KPIs to meet high performance; Produce operational reports and dashboards; Manage vendors for incident resolution; Coordinate change management/upgrades/fixes; Proposing Roadmap feature improvements.