Senior Resolution Manager

Senior Resolution Manager

Competitive Salary

Dubai, UAE

Dell provides the technology that transforms the way we all work and live. But we are more than a technology company — we are a people company. We inspire, challenge and respect every one of our over 100,000 employees. We also provide them with unparalleled growth and development opportunities. We can’t wait for you to discover this for yourself as a Senior Resolution Manager in our Technical Support team in Dubai, UAE.

The Individual will be primarily responsible for EMEA Wide complex, unassigned customer service request (SR) resolution; ensuring customer escalations are handled in an efficient, effective, & professional manner to minimize customer impact and maximize future customer loyalty.

Key responsibilities:

• Take full ownership of high-impact & complex technical service request SRs in order to prevent out-of-process escalations; Adopt and portray a professional approach to all customer situations and ensure commitments are set accordingly and adhered to.
• Ensure contractual service support requirements are understood, managed and delivered, and avoid over-delivery through effective expectation management; Collaborate with the Technical Account Management (TAM) Organization through agreed processes.
• Upon request, coordinate and produce formal documentation for major escalations, such as summary reports, post-incident/root-cause reports and analysis reports; Development, issuing and overall control of communications both internal and external during a service engagement making sure all parties are kept appropriately up to date.
• Continuously identify and drive improvement to existing service processes and procedures by identifying CLCA opportunities, coaching targets and training gaps; Drive all required Critical Success Factors and Key Performance Indicators and provide in Root Cause Analysis, CLCA analysis and feedback as needed.
• Collaborate with the wider Regional (EMEA, ABU or APJ) and Global Services network to ensure best practices are in use at all times
• Control and reduce escalations, both executive and non-executive by engaging proactively on identified cases and owning as required; Attending all required technical, business and functional training sessions
• Driving case ownership and management; sustaining improvements in overall SR age and all quality metrics; Driving first time fix on all service calls
• Adopt Leader approach to facilitate effective communication between Resolution Managers, and internal key stakeholders during an incident; Be responsible for driving key business and Team level initiatives.

Essential requirements:

• Fluent in English and Arabic is essential.
• Minimum of 12 months in a Customer facing Resolution Management function or equivalent
• ITIL Foundation v.3 certification desired;
• Possess a Customer-Focused mentality and a willingness to provide prioritization, planning, coordination, ownership and accountability for each escalation handled with tact and diplomacy at all times
• Experience working in large technical support organizations preferred; able to quickly become effectively agile within the Dell Support Resolution Team and beyond the organizational boundaries
• Strong analytical / technical problem solving and troubleshooting skills across the wide range of industry hardware and software, with an emphasis on all Dell product offerings
• Proven business acumen, intellectual capability, verbal and written communication / customer support / interpersonal / presentation / conflict resolution skills

Benefits

Our people are the most critical component of our long-term success and their health and wellbeing are our priority. You will enjoy a comprehensive, locally competitive benefits package.

Dell is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy), sexual orientation, gender identity and/or expression, national origin, protected veteran status, disability, genetics, or citizenship status (when otherwise legally authorized to work) and will not be discriminated against on the basis of such characteristics or any other status protected by the laws or regulations in the locations where we operate. Dell encourages applicants of all ages.

Job Family: Product-ServicesJob ID: R72107