SOC Executive – Customer Support & Service Operations

About the role

The SOC Executive will be the primary point of contact for all customer support activities within the Maintenance department. You will manage inbound communications, log service requests, and coordinate resolution across internal and external teams while monitoring system health.

Key responsibilities

• Handle customer queries via phone, email, chat, and apps related to maintenance services.
• Log and manage service requests (callouts) using ERP, CAFM, or EAM platforms and assign tasks to appropriate teams.
• Monitor work orders, system health, alerts, reminders, and dashboards as part of the Service Operations Center (SOC).
• Ensure all requests meet SLA requirements and are documented thoroughly.
• Prepare daily, shift‑wise, weekly, monthly, quarterly, and annual reports on SOC performance.
• Coordinate with internal departments, clients, vendors, and service providers.
• Follow up with customers to confirm issue resolution and satisfaction.
• Organise permits to work (PTWs), NOCs, site visits, and implement field team rosters for reactive and preventive maintenance.

Required profile

• Bachelor’s degree in Engineering, IT, or equivalent.
• 3‑4 years of experience in operations or after‑sales support, preferably in IT security services.
• Knowledge of the UAE market.

Required skills

• Proficiency with ERP systems.
• Experience using CAFM/EAM platforms.
• Ability to monitor and manage Service Operations Center dashboards and alerts.
• Service request logging and ticketing.