Customer Support Manager-Cyber security

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's on top of transport benefits,
life insurance and more.