SOC Executive

Job Summary:

Responsible for managing all customer support activities as the first point of contact for the Maintenance department’s site operations. This includes handling inbound communications (calls, emails, messages) and logging service requests using ERP/CAFM/EAM platforms. Acts as the primary coordinator for case logging and initial issue resolution. Oversees Service Operations Center (SOC) activities, including monitoring system health, alerts, and dashboards. Coordinates tasks across internal teams and external stakeholders, while generating detailed daily reports on SOC operations and performance metrics.

Key Responsibilities:

• Act as the first line of communication for all customer queries via phone, email, chat, and apps related to Maintenance services.
• Log and manage service requests (Callouts) using ERP systems, assign tasks to the right teams, and ensure timely resolution.
• Monitor and track work orders, system health, alerts, reminders, and dashboards as part of the SOC (Service Operations Center).
• Ensure all requests and queries are resolved in line with SLAs and documented thoroughly in the system.
• Prepare and maintain daily, shift-wise, weekly, monthly, quarterly, and annual reports on SOC operations and performance.
• Coordinate with internal teams across departments and external stakeholders including clients, vendors, and service providers.
• Follow up with customers to confirm resolution of issues and satisfaction with service.
• Organize and arrange PTWs (Permit to Work), NOCs (No Objection Certificates), and site visits as per operational needs.
• Implement field team rosters for both reactive and preventive maintenance tasks.
• Provide clear and comprehensive support to customers while professionally handling complaints or technical issues.

EDUCATION  Bachelors of Engineering or IT or equivalent as minimum.

WORK EXPERIENCE  3-4 years’ experience in operations or after sales support preferably in IT security services.  Must have knowledge of UAE.