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...