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At Capgemini Engineering, the world leader in engineering services, we bring together a global team of engineers, scientists, and architects to help the world's most innovative companies unleash their potential. From autonomous cars to lifesaving robots, our digital and software technology experts think outside the box as they provide unique R&D and engineering services across all industries. Join us for a career full of opportunities. Where you can make a difference. Where no two days are the same.
Your Role
As a Field Operations Manager, you will be based in Al Khobar and report to the Program Director. You will serve as a key driver of field execution, ensuring that day-to-day operations align with the Network Operations Center (NOC) to meet defined availability, reliability, and restoration targets.
Key Responsibilities
In this role, you are responsible for the coordination of field activities and supporting service continuity:
- Incident Coordination: Support end-to-end incident responses by participating in technical bridges and coordinating with NOC, Field, RAN, Core, IP, and Cloud teams to ensure service restoration.
- Operational Execution: Oversee the incident lifecycle at a tactical level, ensuring tickets are assigned correctly and technical Root Cause Analysis (RCA) is completed for standard issues.
- Stakeholder Support: Facilitate communication between field teams and engineering to ensure operational alignment.
- Dispatch & Triage: Ensure accurate triage and prioritization of field tasks, managing the dispatch of technicians in strict alignment with NOC workflows.
- Performance Reporting: Contribute to Major Incident Reports using 5 Whys analysis and follow up on vendor escalations for patches or workarounds.
- Safety & Compliance: Monitor field compliance with HSE (Health, Safety, and Environment) standards, LOTO procedures, and site access protocols.
- Process Improvement: Assist in updating technical procedures and field playbooks to improve restoration speed.
- Proactive Maintenance: Utilize NOC analytics and dashboards to coordinate routine maintenance and prevent recurring failures.
Your Profile
- Operational Experience: 3+ years of experience in telecom field operations or incident coordination.
- Technical Knowledge: Solid understanding across RAN, Core (EPC/IMS/5GC), and Transport (IP/MPLS, MW/Optical).
- Infrastructure Familiarity: Technical knowledge of Fiber/FTTx, site power systems, and active network hardware troubleshooting.
- SLA Awareness: Working knowledge of SLA frameworks, KPI dashboards, and RCA methodologies.
- Documentation: Ability to follow and update SOPs, technical standards, and workflow documentation.
- Communication: Effective communication skills for influencing cross-functional technical teams and vendors.
Preferred Certifications
- Relevant industry certifications: ITIL, CCNA, JNCIA, or Lean Six Sigma.
What You'll Love Working With Us
- A hands-on role where your technical coordination directly improves network stability.
- Access to a modern, data-driven NOC ecosystem with clear pathways to develop leadership capabilities.
- A collaborative environment focused on operational excellence and continuous improvement.
