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SUPPORT TEAM
How our 200+ engineers.
Four escalation layers, one accountable coordinator per country, and a 24/7 remote NOC behind every ticket.
1
Level 1
Global Operations Director
David Osman
Owns global SLA delivery, escalations and enterprise accounts.
6 direct reports
2
Level 2
Country Coordinators
6 regional leads
Localise dispatch, vet local techs and own country SLAs.
24 direct reports
3
Level 3
Regional Dispatch Managers
24 dispatch managers
24/7 ticket triage, technician assignment and time tracking.
200 direct reports
4
Level 4
Field Technicians
200+ certified engineers
On-site smart-hands, break-fix, rollouts and de-installs.
5
Level 5
Remote NOC & Helpdesk
L1 · L2 · L3 engineers
24/7 remote diagnostics, network monitoring and back-office.