Director - Customer Support Center (UAE National)

Job Description

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 to 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, 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:

• 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.