To deliver technical configuration requirements on business systems ensuring an accurate, complete, efficient and service-oriented working tool to business, in compliance with the standard operating procedures and regulatory and legal requirements. This role provides subject matter expertise and guidance on DMC systems, to improve the service quality, consistency and handling of technical configuration matters / challenges, such as implementing complex capacity limitations and client mark-up models. This role is responsible for Level 2 Technical Support, receiving technical incidents and requests from DM-Service Desk for aspects related to priohub systems.

Job Outline:
Plan:
- Manages queue for Level 2 technical incidents and service requests reported by business teams, prioritizing work and coordinating end-to-end work-items sent to Level 3.
- Coordinates with business teams on the implementation of complex technical requirements, reviewing impact to operations and sales, establishing the best course of action and reporting on progress and final results.
Deploy
- Responsible to manage workflow for the priohub Tech-product support team, and to monitor quality and performance of delivery to business
- Acts as a centre of excellence for system functionality and its usage, as well those of any IT related solutions to ensure maximum productivity of systems and high-quality service to its end-user
Lead
- Coaches colleagues on the required technical skills and knowledge to work efficiently. Provides support and direction, and acts as a role model for the desired system technical and configuration aspects.
Execute
- Responsible to identify, assign and/or execute the Level 2 technical support tasks raised by business teams, as per the agreed SLAs and with the highest levels of quality
- Proactively monitors system configuration demands from business teams, identifying gaps in the use and configuration of the system, proposing improvements, and overseeing that the system is used to the best of its capacities
- Identifies training needs and provides technical assistance to Technical Product team, Loading team and Service Desk, to ensure that work is completed efficiently and in compliance with procedures
- Identifies and reviews functional deficiencies of the systems and/or procedural matters from an end-user operational point of view, analyses and suggests system improvements to enhance system productivity and user efficiency ensuring to escalate challenging issues to the Business Systems Manager

Qualifications:
- A level/Secondary school qualification (12 years schooling or equivalent)
Experience:
- Work experience of 5+ years within the travel business
- Relevant experience in an operational systems environment (preferably within a tour operator environment or ticketing solutions).
- Proven experience in roles related to system configuration and support, with demonstrable examples of customer-centricity
- Experience working with diversified, virtual teams, balancing priorities and staying on top of all tasks in flight, as well as pending.
Knowledge/Skills:
- Basic understanding of systems and technical architecture of solutions.
- Analytical mind-set, quick to understand complex business scenarios and situations.

Join us in Dubai and enjoy an attractive tax-free salary and travel benefits that are exclusive to our industry, including discounts on flights and hotels stays around the world. You can find out more information about our employee benefits in the Working Here section of our website www.emirates.com/careers. Further information on what\xe2\x80\x99s it like to live and work in our cosmopolitan home city, can be found in the Dubai Lifestyle section.

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