Head of Technical Support (UAE National)

Develop the section's work plans and mechanisms, and contribute to achieving the department's objectives through supervision and follow-up on all executive tasks within the related operational plan.

Minimum Qualification Experience (Years)

PhD - Information Technology - 0

Master's Degree - Information Technology - 3 years

Bachelor's Degree - Information Technology - 6 years

Professional Certifications

• Oracle 12c Administration
• Hyperledger Fabric v1.4: Network Engineering, Design and Deployment
• Automating Administration with Windows PowerShell (Course 10961)
• Cybersecurity Fundamentals
• Microsoft 365 Fundamentals
• Microsoft Azure Fundamentals
• Oracle 12c R2 RAC Administration
• Microsoft Azure Database Administration
• Artificial Intelligence for Business Professionals
• Developing Applications for the Java EE 7 Platform
• Implementing a SQL Server 2016 Data Warehouse
• ISO/IEC 27002 Training Courses and Lead Manager Certification
• Oracle Database Cloud
• Certified Artificial Intelligence Practitioner
• Microsoft Office 365 Administration Certificate
• Cybersecurity Operations Certificate
• Certificate in Information Systems Risk and Control
• Certified Network Associate Certificate
• Professional Certificate in Cybersecurity Fundamentals
• Certified Ethical Hacking and Forensic Investigation Professional Certificate
• Professional Certificate in Information Technology Privacy
• ISO/IEC 27001 Lead Auditor for Information Security Training
• Certified Information Privacy Manager
• Microsoft Azure IoT Developer
• Introduction to Cybersecurity
• Introduction to Python
• Introduction to Oracle Database Programming Language
• Certified Practitioner in Internet of Things
• Oracle Database Administration Workshop

Responsibilities

• Cooperate with other departments or teams within the ministry to ensure smooth support delivery and the resolution of user issues.
• Perform any other duties related to the nature of the section's work or as assigned by the Director of Digital Business Systems Management.
• Prepare the section's proposed strategic plan, contribute to its development, and prepare and follow up on the implementation of operational plans to ensure their alignment with the department's objectives.
• Detect and fix errors and resolve technical issues related to digital programs, applications, or platforms.
• Contribute to preparing and maintaining knowledge bases, FAQs, or user guides to provide users with self-service options and the resources needed to resolve common issues.
• Respond to inquiries, questions, and requests for assistance submitted by users through various communication channels such as email, telephone, or live chat.
• Conduct regular follow-up on performance indicators and prepare achievement-rate reports for the section, submitting them to the Department Director.
• Participate in preparing the department's budget in coordination with the relevant organizational units.
• Escalate complex issues to the appropriate technical teams or general support staff for further investigation and resolution.
• Strengthen relationships with internal and external partners to ensure the delivery of services in line with best standards.
• Provide technical support to external customers experiencing issues using digital products or services.
• Provide feedback to development teams or product management based on recurring issues or user feedback in order to improve digital products or services.
• Document and track user issues, provide solutions, and interact with users through the Customer Technical Support Office's ticketing system.
• Guide users through the use of digital services and explain the features, functions, and procedures of these products.
• Submit monthly reports on the challenges facing users to the Director of Digital Products Management.
• Develop programs that promote continuous learning, development, training, and motivation of work teams to ensure the delivery of services at the highest quality.
• Establish principles and controls for managing and directing operations and improving productivity.