TECHNICAL PRODUCT BUSINESS COORDINATOR

Job Purpose: 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 & Experience: 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.
Salary & Benefits: 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's it like to live and
work in our cosmopolitan home city, can be found in the Dubai Lifestyle
section.