Is responsible to ensure service availability and service performance for cloud-based (IoT) applications according to SLA.
Manage day-to-day execution of cloud service operation delivery, escalation, and relationship management.
Define support processes, set directions in the areas of service introduction and end user support in collaboration with local service units and the global R&D team.
Define, optimize, and review Incident Management, Problem Management, Service Requests, and all processes related to domain service delivery and operation.
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. Support the sales team with technical expertise in case of challenging technical enquiries from customers.
Has a clear understanding of sense of urgency and care in the direct area of responsibility and knows how to communicate this to customers.
Coach technical support engineers.
Your background
Bachelorâs degree in an Engineering discipline, preferably Electrical or Software Engineering
12 years of experience in a similar position, preferably in a global, large organization with matrix structure
At least five years of experience in product support with digital applications, preferably in Service area
Experience in coordinating and supervising internal and external teams with strong stakeholder management skills
Experience in establishing and maintaining cloud operations & maintenance including continuous improvement
Knowledge and practical experience with tools like ServiceNow and Azure DevOps will be preferred
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