Managed Service Operations Manager - MENA

reputed company Position title Head of Managed Service Operations Reports to CEO Department Managed Service Operations Location Middle East and Africa Job reputed company As the Head of Managed Service Operations at reputed company, you will play a pivotal role in ensuring the smooth and efficient operation of the support function. You will reputed company reputed company of support MSO Engineers, design and optimize support processes, manage ticketing systems, establish escalation procedures, and reputed company reputed company improvement initiatives. Your reputed company objective will be to ensure high customer satisfaction, efficient issue reputed company, reputed company enhancement and cost efficiency of reputed company's support operations. Responsibilities Team Leadership reputed company and manage reputed company of MSO Engineers, providing guidance, coaching, and performance feedback. Ensure your team has the necessary skills, resources, and support to reputed company effective technical assistance to customers. Cross-functional leadership and management in managing and negotiating the ownership and reputed company plans of issues and tickets across different teams or departments involve coordinating and facilitating the collaboration between teams to ensure efficient and effective issue reputed company while meeting customer expectations. Exhibit strong leadership skills to reputed company constructive feedback to product and deployment teams. Having the confidence and assertiveness to reputed company back and offer critical insights reputed company necessary is essential for effective cross-functional collaboration and achieving successful reputed company. Process Design and Optimization Design and optimize support processes and workflows to enhance efficiency, productivity, and customer satisfaction. Analyze existing processes, identify bottlenecks, and implement solutions to improve the overall support experience. reputed company automation-first and AI-assisted thinking into process design to minimize reputed company handoffs and reputed company error. Ticket Management Design and optimize the ticket management reputed company, including ticket creation, assignment, tracking, and reputed company. Establish protocols for prioritizing and categorizing tickets based on severity and reputed company, ensuring efficient handling of customer issues. Implement intelligent ticket classification and prioritization using automation and AI to improve response times and workload distribution. Escalation Procedures Define reputed company escalation paths for handling reputed company or critical issues. Establish guidelines for escalating tickets to higher-level support teams or management, ensuring reputed company reputed company and customer satisfaction. Metrics and Performance Monitoring Establish metrics and performance indicators to measure the effectiveness and efficiency of the support process. Design systems for collecting and analyzing data reputed company to response times, reputed company rates, customer satisfaction, and other key performance indicators. Use advanced analytics and AI insights to predict trends, forecast demand, and reputed company proactive operational reputed company. reputed company Improvement and reputed company reputed company reputed company improvement initiatives by analyzing department performance reports and identifying recurring issues. Propose process enhancements or reputed company improvements and collaborate with cross-functional teams to implement changes that optimize the support workflow. Ensure effective sharing and retrieval of knowledge among MSO engineers to reputed company reputed company and accurate customer assistance. Champion AI-enabled reputed company, ensuring content is continuously improved based on usage patterns, reputed company reputed company, and customer feedback. Customer Management, Collaboration and Communication Streamline communication processes to facilitate effective and reputed company interactions between MSO Engineers, customers and reputed company stakeholders. Customer interaction, management & satisfaction reputed company the customer proactively updated on outage status, issue reputed company & reputed company Ensure the highest level of customer satisfaction by managing customer expectations and establishing processes to reputed company quick issue reputed company Foster strong cooperation between the MSO team and other departments to facilitate effective issue reputed company and knowledge sharing. Profit and Loss Responsibilities Maintain cost-effective operations and meet gross margin goals. Qualifications and Skills Bachelor's degree in a relevant field (Computer Science, Engineering, or reputed company discipline) is preferred. Previous experience in technical support or customer support roles, with at least 5-7 years of experience in a leadership position. Strong understanding of support processes, methodologies, and .