Director - Customer Support Center (UAE National)
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Key skills for this role
About the Role
Moro Hub is seeking a Director to lead the Customer Support Center, including NOC, Service Desk, and Customer Support functions. The role requires 15+ years of experience in operational leadership, ITIL certification, and expertise in incident management, SLA performance, and team development.
Key Skills for This Role
Responsibilities
- Develop and drive the customer support and NOC operations direction in line with Moro Hub service commitments
- Define service priorities for monitoring, incident response, request fulfilment, escalation, customer communication and service performance improvement
- Support leadership decisions through clear operational reporting, service trends, risks, SLA performance and improvement recommendations
- Own the operating model, governance and performance management for NOC, Service Desk and Customer Support activities
- Ensure processes for incident management, service request fulfilment, alert handling, escalation, communication and closure are followed consistently through approved ITSM tools
- Coordinate with Technology Operations, Cyber Security, Service Delivery, Information systems, Digital Business, vendors and customer facing teams
- Oversee day to day NOC and Customer Support operations, including monitoring, ticket triage, incident handling, service request fulfilment, customer updates and escalation follow up
- Monitor service performance, ticket aging, backlog, recurring issues, major incidents, customer complaints and SLA risks, and ensure corrective actions are tracked to closure
- Ensure effective shift coverage, handover, knowledge transfer, operational readiness and availability of required support tools, runbooks and escalation matrices
- Ensure audit readiness for NOC and Customer Support processes, records, reports and operational evidence
- Lead, mentor and develop NOC, Service Desk and Customer Support personnel to improve service quality
- Support Moro Hub strategic objectives by improving customer experience, service reliability, operational efficiency and service reporting maturity
Requirements
- Bachelor’s degree in Information Technology, Computer Science, Engineering, Business Administration or a related field
- ITIL certification and relevant service management / operations certifications preferred
- 15+ years of experience in operational leadership across NOC operations, customer facing support, service reporting, team performance, governance
- Experience leading NOC operations, service desk management, incident and service request management, SLA/KPI management, ITSM tool usage, monitoring tools, customer communication, escalation management, vendor coordination, operational reporting and continual service improvement
Full Job Posting
Role Overview
- The Director Customer Support is responsible for leading the day to day operations of the Network Operations Centre (NOC), Service Desk and Customer Support functions.
- Ensure reliable monitoring, timely incident and service request handling, effective escalation, customer communication, SLA performance, and continuous improvement of support services.
Responsibilities
- Develop and drive the customer support and NOC operations direction in line with Moro Hub service commitments.
- Define service priorities for monitoring, incident response, request fulfilment, escalation, customer communication and service performance improvement.
- Support leadership decisions through clear operational reporting, service trends, risks, SLA performance and improvement recommendations.
- Own the operating model, governance and performance management for NOC, Service Desk and Customer Support activities.
- Ensure processes for incident management, service request fulfilment, alert handling, escalation, communication and closure are followed consistently through approved ITSM tools.
- Coordinate with Technology Operations, Cyber Security, Service Delivery, Information systems, Digital Business, vendors and customer facing teams.
- Oversee day to day NOC and Customer Support operations, including monitoring, ticket triage, incident handling, service request fulfilment, customer updates and escalation follow up.
- Monitor service performance, ticket aging, backlog, recurring issues, major incidents, customer complaints and SLA risks, and ensure corrective actions are tracked to closure.
- Ensure effective shift coverage, handover, knowledge transfer, operational readiness and availability of required support tools, runbooks and escalation matrices.
- Ensure audit readiness for NOC and Customer Support processes, records, reports and operational evidence maintained in ITSM and monitoring tools.
- Support internal/external audits, management reviews and customer assurance requests by providing approved evidence.
- Track findings, observations and improvement actions related to support operations until closure.
Qualification and Job specific skills
- Bachelor’s degree in Information Technology, Computer Science, Engineering, Business Administration or a related field.
- ITIL certification and relevant service management / operations certifications are preferred.
- Should have 15+ years of experience in providing operational leadership across NOC operations, customer facing support, service reporting, team performance, governance, and coordination with Technology, Cyber Security, Service Delivery, Information systems, Digital Business, vendors and business sta
- Leading NOC operations, service desk management, incident and service request management, SLA/KPI management, ITSM tool usage, monitoring tools, customer communication, escalation management, vendor coordination, operational reporting and continual service improvement.
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