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

Description

Your responsibilities

Responsible for day-to-day execution of cloud service operation delivery, escalation, and relationship management.

Support more complex technical support cases and prepare all documents and customer reports to be acknowledged by the customer representative.

Identify technical problems and analyze them through communication with customers and remote connections to assets (when applicable) for a large range of services and products in which they are certified to perform.

Responsible to ensure service availability and service performance for cloud-based applications according to SLA.Contribute to define support levels, set directions in the areas of service introduction and end user support.

Collaborate, define, optimize, and review Incident Management, Problem Management, Service Requests, and all processes related to domain service delivery and operation.

Has a clear understanding of sense of urgency and care in the direct area of responsibility and know how to communicate this to customers.

Coach technical support engineers.

Your background

Bachelor's degree in an Engineering discipline, preferably Electrical or Software Engineering10 years of experience in a similar position, preferably in a global, large organization with matrix structureAt least five years of experience in product support with digital applications, preferably in Service areaExperience in coordinating and supervising internal and external teams with strong stakeholder management skillsExperience in establishing and maintaining cloud operations & maintenance including continuous improvementKnowledge and practical experience with tools like ServiceNow and Azure DevOps will be preferredFluent English

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