Ticketing System Operation Manager
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Key skills for this role
About the Role
AIHostingHub is looking for a Ticketing System Operation Manager to oversee daily ticketing and support workflows in Dubai. The role involves monitoring ticket queues, ensuring SLA compliance, managing L1/L2 support teams, and driving process improvements.
Key Skills for This Role
Responsibilities
- Manage the end to end lifecycle of all service and incident tickets within the organization
- Continuously monitor ticket status to ensure issues are accurately categorized, correctly prioritized, and assigned to appropriate team members
- Confirm that the entire operations team strictly follows defined workflows, SOPs, SLA, MSA, and ticketing best practices
- Conduct regular audits of ticket data to ensure accuracy, completeness, and compliance with internal protocols
- Oversee and guide L1/L2 support engineers and field technicians, ensuring they meet performance expectations
- Track team performance using key ticketing metrics and provide regular updates to senior management
- Own and drive SLA compliance across all service tickets
- Act as central point of contact for major incidents, ensuring proper escalation and communication
- Collaborate with engineering and operations teams to continuously refine ticketing workflows
- Drive automation of routine ticketing tasks, approvals, and notifications to improve team efficiency
Requirements
- 5+ years of experience in Data Center Ticketing System Operations, IT service management, or IT infrastructure
- At least 2 3 years in a supervisory or managerial role leading technical support teams using ticketing systems
- Proven experience in managing ticketing systems and monitoring team performance through ticket data
- Bachelor’s degree in Information Technology, Computer Science, Business, or a related field, or equivalent practical experience
- Strong proficiency with ticketing systems (e.g., Jira Service Management, ServiceNow, Zendesk, or similar)
- Solid understanding of data center infrastructure, including server hardware, networking, and GPU systems
- Knowledge of ITIL/ITSM frameworks and best practices
Full Job Posting
Company Description
- AIHostingHub is the UAE's leading provider of AI and High Performance Computing (HPC) infrastructure, specializing in large scale AI data centers and GPU as a Service.
- Services include AI/HPC Data Centers, GPU as a Service, Cybersecurity MSSP, and Expert Professional Services.
Role Description
- The Ticketing System Operation Manager oversees daily operations of the ticketing and support workflow to ensure timely, accurate resolution of customer and internal requests.
- This full time, on site role in Dubai involves monitoring ticket queues, prioritizing and assigning tickets, and coordinating with technical and support teams to maintain SLAs.
Key Responsibilities
- Manage the end to end lifecycle of all service and incident tickets.
- Continuously monitor ticket status to ensure accurate categorization, prioritization, and assignment.
- Confirm team follows defined workflows, SOPs, SLA, MSA, and best practices.
- Conduct regular audits of ticket data for accuracy and compliance.
- Oversee and guide L1/L2 support engineers and field technicians.
- Track team performance using key ticketing metrics and provide regular updates.
- Own and drive SLA compliance across all service tickets.
- Act as central point of contact for major incidents.
- Collaborate to refine ticketing workflows and drive automation.
Qualifications
- 5+ years in Data Center Ticketing System Operations, IT service management, or IT infrastructure.
- At least 2 3 years in a supervisory or managerial role leading technical support teams using ticketing systems.
- Proven experience in managing ticketing systems and monitoring team performance through ticket data.
- Background in GPU datacenter operations or HPC environments is highly preferred.
- Bachelor’s degree in IT, Computer Science, Business, or related field, or equivalent practical experience.
Technical Skills
- Strong proficiency with ticketing systems (e.g., Jira Service Management, ServiceNow, Zendesk).
- Solid understanding of data center infrastructure, including server hardware, networking, and GPU systems.
- Familiarity with Linux/Unix environments and basic scripting is a plus.
- Knowledge of ITIL/ITSM frameworks and best practices.
- System Administration and Troubleshooting skills.
Soft Skills
- Excellent attention to detail and strong commitment to process compliance.
- Strong leadership and people management skills.
- Effective communication skills (English; Arabic is a plus).
- Proactive problem solving mindset with ability to operate under pressure.
- Strong Operations Management skills.
- Advanced Analytical Skills to interpret ticket data and recommend improvements.
- Project Management capabilities to lead operational improvement initiatives.
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