Company Description
AIHostingHub, the UAE's leading provider of cutting-edge AI and High-Performance Computing (HPC) infrastructure. We specialize in building large-scale AI data centers and delivering GPU-as-a-Service from nimble deployments to massive clusters. As a trusted professional services partner for industry giants like Supermicro and VAST Data in the GCC, we provide the technology, expertise, and support to fuel your most ambitious projects.
Our Services
* AI/HPC Data CentersCustom-built, scalable environments optimized for the most demanding AI workloads.
* GPU as a ServiceOn-demand access to massive GPU clusters, starting from a 2048 GPU to over 16,384 GPU per cluster.
* Cybersecurity MSSP Fortinet and AttackIQ powered, 24/7 managed security to protect your critical infrastructure and data.
* Expert Professional Services End-to-end support from design and deployment to optimization, directly from GCC-based partners.
Role Description
The Ticketing System Operation Manager is responsible for overseeing the daily operations of AIHostingHub's ticketing and support workflow to ensure timely, accurate resolution of customer and internal requests.
This full-time, on-site role in Dubai involves monitoring ticket queues, prioritizing and assigning tickets, and coordinating with technical and support teams to maintain service-level agreements.
The manager will analyze ticket trends, optimize processes, and implement improvements to enhance efficiency and customer experience. They will maintain documentation, ensure proper use of ticketing tools, and support reporting on operational performance.
The role also includes collaborating with leadership on resource planning, incident response, and continuous improvement initiatives across support operations.
Key Responsibilities
1. Ticketing System Governance & Workflow Compliance (Core Responsibility)
- Manage the end-to-end lifecycle of all service and incident tickets within the organization.
- Continuously monitor ticket status to ensure issues are accurately categorized, correctly prioritized, and assigned to the appropriate team members.
- Confirm that the entire operations team strictly follows our defined workflows, SOPs, SLA, MSA, and ticketing best practices.
- Own the operating model for the ticketing system (e.g., Jira Service Management, ServiceNow), defining and enforcing data quality and process standards.
- Conduct regular audits of ticket data to ensure accuracy, completeness, and compliance with internal protocols.
2. Team Performance Monitoring & Reporting
- Oversee and guide the L1/L2 support engineers and field technicians, ensuring they meet performance expectations.
- Track team performance using key ticketing metrics and provide regular updates to senior management.
- Identify bottlenecks and inefficiencies in ticket handling workflows and recommend process improvements.
- Publish weekly/ Monthly reports on ticket volumes, resolution times, SLA breaches, and team productivity.
3. SLA & KPI Management
- Own and drive SLA compliance across all service tickets.
- Monitor and report on critical KPIs including ticket resolution time, first-time fix rate, backlog health, and customer satisfaction.
- Proactively identify at-risk tickets and escalate them to ensure timely resolution.
4. Incident & Escalation Management
- Act as the central point of contact for major incidents, ensuring proper escalation and communication.
- Lead post-incident reviews and ensure corrective actions are documented and tracked to completion.
- Ensure all incidents are properly documented and linked to root cause analyses.
5. Process Improvement & Automation
- Collaborate with engineering and operations teams to continuously refine ticketing workflows.
- Drive automation of routine ticketing tasks, approvals, and notifications to improve team efficiency.
- Develop and maintain comprehensive documentation on ticketing processes and standards.
Qualifications
- 5+ years of experience in Data Center Ticketing System Operations, IT service management, or IT infrastructure.
- At least 2-3 years in a supervisory or managerial role leading technical support teams using tickeitng systems
- Proven experience in managing ticketing systems and monitoring team performance through ticket data.
- Background in GPU datacenter operations or high-performance computing (HPC) environments is highly preferred.
- Bachelor's degree in Information Technology, Computer Science, Business, or a related field, or equivalent practical experience.
Technical Skills:
- Strong proficiency with ticketing systems (e.g., Jira Service Management, ServiceNow, Zendesk, or similar).
- Solid understanding of data center infrastructure, including server hardware, networking, and GPU systems (NVIDIA, AMD).
- Familiarity with Linux/Unix environments and basic scripting is a plus.
- Knowledge of ITIL/ITSM frameworks and best practices.
- System Administration and Troubleshooting skills to understand ticketing platforms, manage configurations, and support resolution of system-related issues.
Soft Skills:
- Excellent attention to detail and a strong commitment to process compliance.
- Strong leadership and people management skills.
- Effective communication skills (English; Arabic is a plus but not required) with the ability to report to senior stakeholders.
- Proactive problem-solving mindset with the ability to operate under pressure.
- Strong Operations Management skills to oversee ticket workflows, define procedures, and maintain service-level standards.
- Advanced Analytical Skills to interpret ticket data, identify trends, and recommend process and performance improvements.
- Project Management capabilities to lead operational improvement initiatives, coordinate cross-functional tasks, and ensure timely delivery of changes.
