Technical Manager - L0 L1 Management

About the role

The Technical Manager will lead L0 and L1 incident management for telecom services, ensuring rapid triage, root‑cause analysis and adherence to service level targets. The role involves coordinating with vendors, producing operational reports, and driving roadmap improvements.

Key responsibilities

• Perform incident triage, prioritization and basic troubleshooting to provide L0 support.
• Monitor SLA, MTTR and service KPIs, ensuring performance targets are met.
• Produce operational reports and dashboards for management visibility.
• Manage vendor relationships for incident resolution and escalation.
• Coordinate change management, upgrades and fixes.
• Propose roadmap and feature improvements based on operational insights.

Required profile

• Bachelor’s degree in IT or Telecom.
• 3–5 years of experience in operation support and KPI reporting.
• 5 years of experience in telecom digital processes, BSS, ITIL and TM Forum AI operations.
• Experience in BSS vendor management, including escalation and performance improvement.
• Strong communication and collaboration skills in cross‑functional teams.

Required skills

• ServiceNow
• Jira
• API integration
• Artificial Intelligence concepts
• Cloud‑based services
• ITIL framework
• TM Forum standards