Director - Customer Support Center (UAE National)

Overview

Responsibilities

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• Develop and drive the customer support and NOC operations direction in line with Moro Hub service commitments, customer expectations and operational resilience objectives.
• 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 to ensure timely support and issue resolution.
• 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 without exposing confidential or unnecessary internal information.
• Track findings, observations and improvement actions related to support operations until closure.
• Lead, mentor and develop NOC, Service Desk and Customer Support personnel to improve service quality, customer communication and operational discipline.
• Set clear expectations for performance, accountability, handover quality, escalation discipline and customer-centric behavior.
• Promote collaboration across support, technology, cyber security, service delivery and vendor teams.
• Support Moro Hub strategic objectives by improving customer experience, service reliability, operational efficiency and service reporting maturity.
• Identify service improvement opportunities from incidents, customer feedback, SLA trends, audits and operational reviews.
• Manage and supervise Emiratization in line with departmental requirements and Moro Hub strategic objectives, where applicable.
• Qualification and Job specific skills
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• 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 provides 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 stakeholders to maintain service availability and customer satisfaction.
• 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.