Managed Service Operations Manager
LigaDataRiyadh Region, Saudi Arabia • Nasr City, Cairo, Egypt
Posted December 8, 2025
Full Time
About the Company
LigaData, based in Silicon Valley, specializes in data‑driven transformation solutions for telecommunications and fintech companies. Its portfolio includes software products and managed services that harness big data, open source, data science, real‑time analytics, and continuous decisioning to unlock value from existing infrastructure. The company’s solutions are adopted by more than 35 service providers, benefiting over 400 million subscribers worldwide by driving revenue growth, preserving market share, and improving customer experience. LigaData’s focus on integrating advanced analytics with telecom operations sets it apart as a key partner for providers seeking to modernize and compete in a rapidly evolving market.
Job Description
The Head of Managed Service Operations at LigaData will lead a team of support MSO Engineers, design and optimize support processes, manage ticketing systems, establish escalation procedures, and drive continuous improvement initiatives to ensure high customer satisfaction, efficient issue resolution, continuous enhancement, and cost efficiency of LigaData's support operations.
Requirements
- Lead and manage a team of MSO Engineers
- Design and optimize support processes and workflows
- Design and optimize the ticket management system
- Establish protocols for prioritizing and categorizing tickets
- Define clear escalation paths for handling complex or critical issues
- Establish metrics and performance indicators to measure the effectiveness and efficiency of the support process
- Drive continuous improvement initiatives by analyzing department performance reports and identifying recurring issues
- Streamline communication processes to facilitate effective and timely interactions between MSO Engineers, customers, and all stakeholders
- Maintain cost-effective operations and meet gross margin goals
