{"id":2607944,"url":"https://alion.io/job/liga-data-managed-service-operations-manager-mena","title":"Managed Service Operations Manager - MENA","company":{"id":4420598,"name":"LigaData","domain":"ligadata.com","url":"https://alion.io/company/ligadata","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"BambooHR","truth_index":{"grade":"C","score":64,"open_postings":10,"ghost_share":0.6,"stale_share":0,"repost_share":0,"time_to_fill_p50_days":null,"computed_at":"2026-10-21T05:46:15Z"}},"role":"Management","role_family":"Management","seniority":"senior","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"inferred","locations":[],"countries":[],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":5,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"ITIL","optional":true},{"name":"Jira","optional":true},{"name":"VMWare","optional":true}],"status":"live","first_seen_at":"2025-12-08T00:00:00Z","employer_posted_date":"2025-12-08","last_verified_at":"2026-10-21T19:21:15Z","board_verified":true,"closed_at":null,"days_open":317,"trust":{"level":"ghost","repost_count":0,"flags":["stale","company_stale"],"days_open":317},"description":"Job Description\nPosition title: Head of Managed Service Operations\nReports to: CEO\nDepartment: Managed Service Operations\nLocation: Middle East and Africa\nJob Overview\nAs the Head of Managed Service Operations at LigaData, you will play a pivotal role in ensuring the smooth and efficient operation of the support function. You will lead a team of support MSO Engineers, design and optimize support processes, manage ticketing systems, establish escalation procedures, and drive continuous improvement initiatives. Your primary objective will be to ensure high customer satisfaction, efficient issue resolution, continuous enhancement and cost efficiency of LigaData's support operations.\nResponsibilities:\nTeam Leadership:Lead and manage a team of MSO Engineers, providing guidance, coaching, and performance feedback.\nEnsure your team has the necessary skills, resources, and support to deliver effective technical assistance to customers.\nCross-functional leadership and management in managing and negotiating the ownership and resolution plans of issues and tickets across different teams or departments involve coordinating and facilitating the collaboration between teams to ensure efficient and effective issue resolution while meeting customer expectations.\nExhibit strong leadership skills to provide constructive feedback to product and deployment teams. Having the confidence and assertiveness to push back and offer critical insights when necessary is essential for effective cross-functional collaboration and achieving successful outcomes. \n\nProcess Design and Optimization:Design and optimize support processes and workflows to enhance efficiency, productivity, and customer satisfaction.\nAnalyze existing processes, identify bottlenecks, and implement solutions to improve the overall support experience.\nEmbed automation-first and AI-assisted thinkinginto process design to minimize manual handoffs and human error.\n\nTicket Management:Design and optimize the ticket management system, including ticket creation, assignment, tracking, and resolution.\nEstablish protocols for prioritizing and categorizing tickets based on severity and impact, ensuring efficient handling of customer issues.\nImplement intelligent ticket classification and prioritizationusing automation and AI to improve response times and workload distribution.\n\nEscalation Procedures:Define clear escalation paths for handling complex or critical issues.\nEstablish guidelines for escalating tickets to higher-level support teams or management, ensuring timely resolution and customer satisfaction.\n\nMetrics and Performance Monitoring:Establish metrics and performance indicators to measure the effectiveness and efficiency of the support process.\nDesign systems for collecting and analyzing data related to response times, resolution rates, customer satisfaction, and other key performance indicators.\nUse advanced analytics and AI insightsto predict trends, forecast demand, and drive proactive operational decisions.\n\nContinuous Improvement and knowledge management:Drive continuous improvement initiatives by analyzing department performance reports and identifying recurring issues.\nPropose process enhancements or system improvements and collaborate with cross-functional teams to implement changes that optimize the support workflow.\nEnsure effective sharing and retrieval of knowledge among MSO engineers to provide prompt and accurate customer assistance.\nChampion AI-enabled knowledge management, ensuring content is continuously improved based on usage patterns, resolution success, and customer feedback.\n\nCustomer Management, Collaboration and Communication:Streamline communication processes to facilitate effective and timely interactions between MSO Engineers, customers and all stakeholders.\nCustomer interaction, management & satisfactionKeep the customer proactively updated on outage status, issue resolution & progress\nEnsure the highest level of customer satisfaction by managing customer expectations and establishing processes to enable quick issue resolution\n\nFoster strong cooperation between the MSO team and other departments to facilitate effective issue resolution and knowledge sharing.\n\nProfit and Loss Responsibilities\nMaintain cost-effective operations and meet gross margin goals.\nQualifications and Skills:\nBachelor's degree in a relevant field (Computer Science, Engineering, or related discipline) is preferred.\nPrevious experience in technical support or customer support roles, with at least 5-7 years of experience in a leadership position.\nStrong understanding of support processes, methodologies, and best practices, focusing on process engineering and optimization.\nExperience in managing and mentoring MSO teams, with the ability to motivate and develop team members.\nExcellent analytical and problem-solving skills, with the ability to analyze data, identify patterns, and drive data-informed decisions.\nProficient in using support tools and systems, such as ticketing systems, knowledge bases, and customer relationship management (CRM) software.\nStrong communication and interpersonal skills, with the ability to effectively collaborate with cross-functional teams and communicate technical concepts to non-technical stakeholders.\nProactive mindset with a passion for continuous improvement and providing exceptional customer support.\nAdditional Required / Strongly Preferred Skills\nProven experience implementing automation and/or AI-driven solutionswithin support or operations environments.\nStrong understanding of process automation, workflow orchestration, and data-driven optimization.\nAbility to translate operational pain points into scalable automation or AI use caseswith clear business impact.\nExperience working with or alongside AI-powered support tools, analytics platforms, or intelligent monitoring systems.\nGood to have:\nITIL, Lean Six Sigma Green or Black Belt, VMware Certified Professional (VCP), Certified Process Professional, Certified Process Design Engineer.\nKnowledge in telecom NOC management\nMust have:\nGood knowledge of ticketing systems (e.g., Jira).\nExperience in 24/7 NOC management \nExperience in process engineering, optimization, design, and 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