Job Purpose: Customer Support Manager-Cyber Security Plan, develop, and manage the customer management activities 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 and incident management processes to ensure a high standard of support and delivery. CSM area of responsibilities involves Service Desk, , Cyber Security Services, and Technology Support. Job Outline: Generic: - Accountable for customers 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. - Analyze 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 Specific to Cyber Security Services: - Provide support to various sections in Emirates IT/Cybersecurity to discuss and resolve incidents and problems. - Ensure proper deployment, configuration, and operation of security systems, such as firewalls, data protection controls, patching, encryption, and vulnerability scanning, etc. Specific to Technology Support: - Plan, schedule and execute Level 2 support needs of the assigned list of Enterprise Technology Solutions. - Drive large scale adoption of Level 2 support in all the IT portfolios with the objective of maximum case resolution in Level 1 & 2. - Plan, schedule and execute Proactive Incident Monitoring needs of EG-IT and ensure Major Incidents are detected ahead of the time and mitigated before
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\xe2\x80\x99s on top of transport benefits, life insurance and more.

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