| Customer Support Manager (International) – Enterprise IT | |
| Al Futtaim Group Dubai, UAE Ref: HP698-4049 |
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The RoleThe RoleCustomer Support Manager (International) - Enterprise IT - Infrastructure Al Futtaim is one of the leading business houses in the region headquartered in the UAE. Today, it operates collectively over 40 companies bearing the Al-Futtaim name in the UAE and other countries in the GCC, Far East and the Sub Continent. The Group represents over 50 leading brands and it dominates many market segments in the UAE. The Group comprises a diverse range of strategically positioned operating subsidiaries and associate companies, structured to give the Al-Futtaim Group the flexibility and versatility to keep ahead of local competition while keeping pace with the ever-evolving global business scenario. The Group's continued investment in world-class systems technology is clear evidence of its commitment to maintain leading edge performance and service delivery. The success of Al-Futtaim is attributed to proactively managing change whilst upholding the values of integrity, service and social responsibility. Enterprise IT (EIT) is responsible for IT support to the entire group and covers Business Systems, Infrastructure & Operations, Architecture, Service Management and Information Security. EIT manages the ERP Suite (SAP) and a range of business applications which includes Retail Solutions, CRM, and Messaging etc. including development and application management. The infrastructure includes data centers hosting state of the art servers & storage infrastructures, converged networks, workplace systems & services and security systems. The end to end services provided by EIT to the group companies include consulting, design, procurement and systems life cycle support for all IT related activities.We are currently looking to recruit an experienced Customer Support Manager for our Enterprise IT - Infrastructure and Operations Division. Reporting to the Technical Support Manager, your job responsibilities will include: * Supervise day to day activities of on-field support tasks at non-UAE locations * Monitor productivity and on job quality of the international support team * Plan & coordinate with inter-Enterprise IT teams and for all new projects and upgrades within the international operating entities for the identified projects * Adherence to deadlines and contributing towards successful closure of projects * Plan for allocation of support personnel to provide adequate coverage to meet the hardware and software support requirements for new projects and/or IMAC's within the operating entities * Track the performance of vendors to manage the SLA's mentioned in the contracts * Timely renewal of maintenance contracts for an uninterrupted service delivery to users * Establish a professional relationship between IT delivery teams and the user community * Document internal procedures in order to standardize work procedures and maintain consistency * Improve and streamline work processes to raise efficiency and productivity * Conduct regular in-house training programs to ensure knowledge sharing and experiences with the support team; with a view to provide all with required technical expertise to execute their jobs efficiently * Handling problems through to resolution * Interacting with various support groups to resolve problems, formulate plans and schedules and modify processes. |
RequirementsRequirementsYou will have the following skills and experience to be successful in this role: *Degree in Information Technology or related field and certifications viz; MCSA, CCNA and ITIL * PMP certification will be an added advantage * 7 years of technical experience in support of hardware and software, including 3 year in Network operations and Support and at least 3 years in a managerial role * Strong background on client computing technologies covering the area Desktops/Laptops and mobile computing * Strategic Planning and Analytical Skills, Effective Communication, Strong people and time management skills, training and coaching, interpersonal skills and customer expectation management * Interpersonal Skills, Business Acumen, Problem Solving, Confident, Leadership Skills and Strategic Thinking, Attention to Detail, Ability to learn new technologies * Knowledge of Arabic is an advantage * Profile involves extensive overseas travel * Very strong customer satisfaction focus. |
About the CompanyAbout the CompanyEstablished in the 1930's, the Al-Futtaim Group initially operated as a trading enterprise. Rapid development throughout the 1940's and 50's saw it establish itself regionally as an integrated commercial, industrial and services organisation, positioning itself one of the leading business houses in the lower Gulf region. Today, it operates collectively over 40 companies bearing the Al-Futtaim name, dominates many market segments in the UAE, and has expanded its sphere of operation to include Bahrain, Kuwait, Qatar, Oman and Egypt. The Group comprises a diverse range of strategically positioned operating subsidiaries and associate companies, structured to give the Al-Futtaim Group the flexibility and versatility to keep ahead of local competition while keeping pace with the ever-evolving global business scenario. The Group’s continued investment in world-class systems technology is clear evidence of its commitment to maintain leading edge performance and service delivery. The success of the Al-Futtaim Group can be attributed to a business approach that combines the ability to change with the traditional values of integrity, service and social responsibility that define its core business philosophy. This, linked with the Group’s belief in decentralisation, gives the heads of the operating companies a high degree of functional autonomy and authority, providing the Group with essential flexibility, and individual employees a clearly defined work culture and sense of responsibility. |
This Position is closed or expired
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