Senior Technical Support Engineer - Dubai, United Arab Emirates - myGwork

Description

Your responsibilities

• Responsible for day-to-day executionof cloud service operation delivery, escalation, and relationshipmanagement.
• Support more complex technicalsupport cases and prepare all documents and customer reports to beacknowledged by the customerrepresentative.
• Identify technical problems andanalyze them through communication with customers and remoteconnections to assets (when applicable) for a large range ofservices and products in which they are certified toperform.
• Is responsible to ensure serviceavailability and service performance for cloud-based applicationsaccording to SLA.
• Contribute to define supportlevels, set directions in the areas of service introduction and enduser support.
• Collaborate, define, optimize,and review Incident Management, Problem Management, ServiceRequests, and all processes related to domain service delivery andoperation
• Has a clear understanding of sense ofurgency and care in the direct area of responsibility and know howto communicate this to customers.
• Coachtechnical support engineers.
  

Your background

• Bachelor's degree in anEngineering discipline, preferably Electrical or SoftwareEngineering
• 10 years of experience in a similarposition, preferably in a global, large organization with matrixstructure
• At least five years of experience inproduct support with digital applications, preferably in Servicearea
• Experience in coordinating and supervisinginternal and external teams with strong stakeholder managementskills
• Experience in establishing andmaintaining cloud operations & maintenance includingcontinuous improvement
• Knowledge and practicalexperience with tools like ServiceNow and Azure DevOps will bepreferred
• FluentEnglish