Technical Manager – L0/L1 Management

About the role

The Technical Manager will lead L0/L1 incident management, ensuring rapid triage, root‑cause analysis and vendor coordination. You will monitor service performance and drive continuous improvement of AI‑enabled telecom operations.

Key responsibilities

• Perform incident triage, prioritization and basic troubleshooting to provide L0 support.
• Monitor SLA, MTTR and service KPIs, producing operational reports and dashboards.
• Manage vendors for incident resolution and coordinate change management, upgrades and fixes.
• Propose roadmap feature improvements and support AI operation processes.

Required profile

• Bachelor’s degree in IT or Telecom.
• 3–5 years of experience in operation support and KPI reporting.
• Experience with BSS processes, ITIL and TM Forum AI operation frameworks.
• Strong communication and collaboration skills in a cross‑functional environment.

Required skills

• TM Forum zero‑touch AI operation.
• Telecommunications technologies and digital services.
• Service Management tools (ServiceNow, Jira).
• Cloud‑based services and API integration.
• Vendor management, SLA and KPI reporting tools.
• Artificial Intelligence and AI operation processes.