Executive - Service Desk

Core
42, a leader in AI-powered cloud and digital infrastructure, is driving transformative technology solutions globally. Leveraging advanced resources and partnerships, Core
42 empowers clients to harness sovereign AI infrastructure, especially in sectors with stringent regulatory needs. With a mission to redefine digital transformation, we combine sovereign capabilities with scalable, high-performance compute infrastructure, positioning itself at the forefront of AI innovation in the Middle East and beyond.

The Opportunity

The role combines customer support, platform monitoring, technical diagnosis, alert and incident triage, operational guidance, ticket ownership, approved first-line actions and escalation to Level 2 and Level 3 teams when required.

This position requires a customer-centric and operational mindset, strong technical discipline and the ability to work effectively in a dynamic cloud and AI environment. The successful candidate will contribute to service reliability, timely incident response, consistent operational execution and continuous improvement.

The Executive – Service Desk works across customer-reported issues and system-generated events as part of one operational workflow, ensuring incidents and service conditions are identified, recorded, communicated, progressed and handed over consistently.

Your Key Responsibilities

Customer Support and Service Management

• Respond to customer enquiries and support requests through approved channels, including the customer portal, email and phone.
• Provide clear guidance on the effective use of Core
  42 products and services.
• Log, classify, prioritise and maintain accurate records of customer interactions, incidents, service requests, access requests and changes within the designated IT service management tools.
• Own assigned tickets through resolution or escalation, providing timely updates and following up with customers and resolver groups.
• Ensure agreed service-level targets are met.

Platform Monitoring and Event Management

• Continuously monitor the health, availability, capacity, performance and security-related operational indicators of supported platforms and infrastructure using approved monitoring and observability tools.
• Acknowledge, validate, classify, prioritise, correlate and triage alerts and events.
• Distinguish actionable conditions from duplicate, transient, recurring or non-actionable alerts.
• Create or update operational incident tickets from monitoring alerts, recording the alert context, supporting evidence and an accurate timeline of actions and escalations.
• Perform scheduled and event-driven platform health checks.
• Validate platform recovery after an alert clears or remediation is completed.

Technical Diagnosis and Incident Response

• Perform first-line technical diagnosis and troubleshooting using approved support tools, consoles, command-line tools, knowledge articles and runbooks.
• Reproduce reported issues where possible, gather relevant evidence and clearly document the troubleshooting performed.
• Escalate complete and actionable information to Level 2 and Level 3 teams when required.
• Execute approved first-line diagnostic and remediation actions strictly in accordance with documented standard operating procedures and runbooks.
• Escalate when an action is unsuccessful, unavailable or outside the approved scope.
• Escalate service-affecting conditions and potential major incidents promptly to the appropriate resolver teams and duty stakeholders.
• Follow the defined escalation matrix and communication cadence.
• Provide accurate and timely communications during service degradation and incidents in line with approved communication and major incident procedures.
• Monitor escalated incidents until service restoration or formal handover.
• Coordinate…