Enterprise Support System (ESS) Manager – Tunisia (Onsite)

About the role

We are seeking an experienced Enterprise Support System (ESS) Manager to lead the end‑to‑end operations of our telecom ESS applications in Tunisia. The role ensures high availability, optimal performance and strict SLA compliance across a suite of in‑house Java‑based front‑end channels, web portals, e‑shop, CRM, Radius and cloud platforms.

Key responsibilities

• Own and manage the full lifecycle of Telecom ESS applications, guaranteeing service availability and performance.
• Drive automation to eliminate manual processes and improve efficiency.
• Coordinate IT teams, vendors and business stakeholders for seamless service delivery.
• Define and enforce ITIL‑based processes: Incident, Problem, Change, Release, SLA and reporting.
• Monitor operational KPIs, SLAs, OLAs and produce corrective actions.
• Lead major incident management, root‑cause analysis and preventive measures.
• Oversee system upgrades, patches and enhancements with engineering and vendor partners.
• Manage vendor contracts, performance and compliance with telecom regulations and security standards.
• Prepare operational dashboards, performance reports and budget forecasts for senior management.
• Forecast resource needs, recruit and develop support team capabilities.

Required profile

• Bachelor’s degree in Telecommunications, IT, Business Administration or a related field.
• Extensive experience managing telecom ESS environments (CRM, sales channels, middleware, etc.).
• Strong understanding of ITIL/service management principles; certification preferred.
• Proven leadership of large, multi‑skilled teams and stakeholder management.
• Experience with financial reporting in telecom or technology settings is a plus.

Required skills

• Java development and application operations.
• CRM and Radius platforms.
• Cloud platforms and middleware.
• Database management and reporting tools.
• ITIL / Service Management processes.
• Automation tools for operational tasks.