Customer Support Manager-Application Support

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.