Technical Manager – L0/L1 Incident Management

About the role

The Technical Manager will lead L0/L1 incident triage, troubleshooting and vendor coordination to ensure service continuity and performance. The role focuses on monitoring SLA, MTTR and KPI metrics while driving continuous improvement in telecom digital processes.

Key responsibilities

• Perform incident triage, prioritization and basic troubleshooting to identify root causes.
• Monitor SLA, MTTR and service KPIs, producing operational reports and dashboards.
• Manage vendors for incident resolution, escalation and performance reporting.
• Coordinate change management, upgrades and fixes, and propose roadmap improvements.

Required profile

• Bachelor’s degree in IT or Telecom.
• 3–5 years of experience in operation support and KPI reporting.
• Strong knowledge of telco digital processes, BSS, ITIL and TM Forum AI operations.
• Excellent communication and collaboration skills in cross‑functional teams.

Required skills

• ServiceNow and Jira for service management.
• API integration, cloud‑based services and AI operation processes.
• Vendor management and escalation handling.
• TM Forum standards and ITIL framework.