Service Assurance Specialist

2 weeks ago

Manama, Manama, Bahrain beBeeService Full time 90,000 - 120,000
Service Management Center Leader

We're seeking a seasoned Service Management Center (SMC) leader to oversee our 24/7 operations and lead a team of skilled technical professionals in delivering fast, reliable service support. As the SMC Manager, you'll play a critical role in ensuring the smooth operation of our services and infrastructure platforms.

Your primary responsibility will be to lead day-to-day operations, overseeing shift planning, monitoring system health in real-time, managing alarms and performance dashboards, and ensuring incidents are triaged, escalated, and resolved according to agreed SLAs.

You'll also be responsible for tracking and reporting on incident trends, driving process improvements, and embedding best practice aligned with ITIL standards. From root cause analysis to post-incident reviews, you'll ensure that our services are performing at their best and that our customers receive exceptional support.

Key Responsibilities:
  • Leading day-to-day operations of the Service Management Center, ensuring 24/7 coverage and smooth shift handovers.
  • Monitoring infrastructure across voice, data, internet, and enterprise platforms.
  • Managing incident response from detection to resolution including RCA, stakeholder updates, and post-incident reports.
  • Acting as the escalation point for high-priority or unresolved issues, coordinating with engineering, field teams, and vendors.
  • Maintaining accurate incident logs, metrics, and performance reports.
Requirements:
  • 7+ years in Network Operations or Service Management, with at least 2 years in a supervisory role.
  • Strong incident handling, escalation management, and SLA tracking skills.
  • Hands-on experience with enterprise-grade monitoring tools (e.g., SolarWinds, Zabbix, Nagios, PRTG).
  • Background in tech operations, ISP, or managed services.
  • Relevant technical certifications (e.g., CCNA/CCNP, Juniper, CompTIA Network+).
  • Excellent communication and leadership skills, with the ability to work under pressure.
What We Offer:
  • A competitive salary and annual bonus based on performance.
  • The opportunity to work at the center of enterprise tech service delivery.
  • A collaborative environment where you can lead and develop a skilled technical team.
  • The chance to influence processes and service assurance strategies at scale.

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