Senior Technical & Customer Support Manager – Bahrain

Designation                        :                              Senior Technical & Customer Support Manager

Reports To                          :                               Vice president/General Manager

Qualifications                     :                               B.E., Computer Science, With MBA is preferred.

Job Location                       :                               Bahrain

15+ years in IT systems integration with 8-10 years in technical management of customer support department and minimum 7 years in supervising a team of minimum 50+ technical professionals.

Job Responsibilities         :

  1. Directly manage and develop the   core accounts through account management, generate & validate billing information, sustain parallel communication channels, to ensure account profitability, customer satisfaction & new business growth.
  2. Sets and achieves Customer Service department goals and results by using ‘best practice’ leadership and management principles and ensuring adherence to organizational procedures, policies, and systems.
  3. Understanding and building a strong business relationship with the Bahrain market place.
  4. Identify new business opportunity, gather competitor information & recommend appropriate action to achieve predetermined business objectives.
  5. People Management – Guide, support & motivate the team, review & develop performance & potential to ensure individual & organizational objectives are met.
  6. Provide day to day supervision of the Technical Support group.
  7. Oversee incident escalations from the Technical Support group to other groups within the company.
  8. Develop Technical Specialists for greater responsibility, professionalism, and technical expertise.
  9. Assess the training needs of the Technical Support group and address them. .
  10. Track customer incidents and ensure that customers receive replies in a timely manner.
  11. Provide information on open support issue to upper management.
  12. Directly oversee the handling of high profile and/or high importance customer support issues.
  13. Liaise with Sales and other departments to ensure that the company is able to capitalize on available synergies between the groups.
  14. Author, review and authorize processes, procedures, and telephone scripts for use in Technical Support and related business areas.
  15. Work with a cross functional team, consisting of Microsoft and infrastructure practices, application services, engineering and customer support practices, to deliver the best solutions to the market /customers.
  16. Understand viability of the product / market need / duration of the product in the market.
  17. Stay abreast of current market trends; develop a solid understanding of competitors’ product offerings and their customers.
  18. Monitor competitive environment, including performance and ratings, to determine key activities and trends; recommend actions needed to maintain and improve market position.
  19. Accountable and responsible for payment collection for the services rendered  through regular review.
  20. Position solutions & services within the product line and the competitive marketplace
  21. Identify peer group products, solutions & services and develop and regularly update personally and the team..
  22. Prepare and maintain key account planning and management plans for all major clients.
  23. Sets and manages client expectations. Develops lasting relationships with client personnel that foster client ties.
  24. Develop clear feedback and measurement of client satisfaction with actionable criteria for removing impediments like technical, people or process.
  25. Continually seeks opportunities to increase customer satisfaction and deepen client relationships.
  26. Builds a knowledge base of each client’s business, organization and objectives.
  27. Participate in trade shows that increase market and mind share and presenting technical & white paper presentations to strategic customers.
  28. To train, develop, motivate and retain customer Support team, without losing the experience and expertise.
  29. Proactive people management including regular appraisal, performance management and rewards process through assigning KRA and evaluation through KPI achievements.
  30. Coordinate with human resources department in handling interviews and provide necessary support for the recruitment of consultants in the organization.

Technical Certifications:

  1. 3 Microsoft Certifications
  2. HP/Sun Unix Certified
  3. Cisco Certified

Managerial Certification

  1. PMP/ITIL certified

Technical skills required:

  1. Technical Skills: HP Unix, Sun Unix,  Microsoft infrastructure(not limited to Win 2003/2008 Server, Active Directory, Exchange 2003/2007), Cisco, VMware
  2. Expertise: Full hands on expertise in resolution of Technical issues.

Coordination      :

  1. External – With customers and business alliance partners.
  2. Internal – With other departments that include Sales, Microsoft services team, finance team, human resources and administration team.

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