Job Description

Job Purpose: Plan, develop, and manage the customer management activities of assigned support teams to ensure support and deployment all services in the assigned customer area whilst ensuring services are delivered to a high level of customer service. The Customer Support Manager (CSM) consistently follows the service request management processes across the different locations where the Emirates Group has a presence leading a team to ensure a high standard of support and delivery. CSM area of responsibilities involves one or more of the following domains Service Desk, Field Support Services, Cyber Security Services, Application Support and Technology Support. Job Outline: - Accountable for customer’s satisfaction of all services within their area of responsibility that are deployed directly to their customer (including deployment, moves and relocations, Service Desk, application, and technology support). - Provide recommendations and drive initiatives that will ensure a customer focused and cost-effective service for the specified customer area. Ensure that support and deployment costs for the assigned customer area are maintained under approved budget and constant improvements are made. - Manage provision of services and support as per the agreed SLA for incident management and service requests and provide input on service level objectives reports. Analyse department KPIs and trends and develop strategies for improvement. - Provide support services to the business users in line with the overall strategy for the Business area, as directed. Liaise with Service Managers and Business Enablement managers for delivering services and providing inputs for Strategic Account Planning. - Lead the team by creating development plans and setting smart goals for MYBC to ensure delivery of service level agreements (SLA) and objectives of the department. Continuously monitor staff performance and implement new strategies to enhance and maintain their motivation levels to ensure provision of customer focused and competitive services to the Emirates Group. - Build a cohesive team and manage people effectively. Recruit, Train, coach, and mentor and plan career development. - Develop and maintain processes, procedures, and checklists to ensure that standard operating procedures are followed to ensure consistent levels of quality and effectiveness in all decisions and actions. - Plan, schedule and execute Level 2 support needs of the assigned list of Enterprise IT applications. Drive large scale adoption of Level 2 support in all the IT portfolios with the objective of maximum case resolution in Level 1 & 2. - Drive shift left culture across the support areas and ensure that maximum cases are resolved Level 2 teams. Promote AI Ops and Self-healing to constantly improve Level 0 resolutions.
Qualifications & Experience: Information Technology. Other : 8+ Years Degree or Honours (12+3 or equivalent) : Degree in Computer Science or a relevant degree Knowledge/Skills: - ITIL Certification (desirable for Customer Support and Deployment and mandatory for roles in Cyber Security). - Minimum 5 Experience in specialist technical experience, ideally within an IT Service and Support Management and customer facing environment - A minimum of 5 years managing a large Desktop Support teams at Level 2/3. - A minimum 5 years of managing large technical and/or Engineer teams is desirable. - Experience working in a Cybersecurity department is desirable.
Salary & Benefits: Join us in a management role and enjoy an attractive tax-free salary. On top of our generous travel benefits, including discounted flights and hotel stays around the world, this managerial role also has an excellent leave and healthcare package. That’s on top of transport benefits, life insurance and more.

Quick response

Required Knowledge

• K0001   Knowledge of computer networking concepts and protocols, and network security methodologies.
• K0002   Knowledge of risk management processes (e.g., methods for assessing and mitigating risk).
• K0004   Knowledge of cybersecurity and privacy principles.
• K0053   Knowledge of measures or indicators of system performance and availability.
• K0088   Knowledge of systems administration concepts.
• K0194   Knowledge of Cloud-based knowledge management technologies and concepts related to security, governance, procurement, and administration.
• K0224   Knowledge of system administration concepts for operating systems such as but not limited to Unix/Linux, IOS, Android, and Windows operating systems.
• K0242   Knowledge of organizational security policies.
• K0292   Knowledge of the operations and processes for incident, problem, and event management.
• K0294   Knowledge of IT system operation, maintenance, and security needed to keep equipment functioning properly.
• K0302   Knowledge of the basic operation of computers.

Required Skills

• S0058   Skill in using the appropriate tools for repairing software, hardware, and peripheral equipment of a system.

Required Abilities

• A0034  Ability to develop, update, and/or maintain standard operating procedures (SOPs).