BMB Group is looking to hire a Technical Manager (cybersecurity expert).
Technical Guidance:
- Act as the escalation point for complex technical issues.
- Validate and provide solutions for tickets where TSEs have doubts.
- Review and approve technical responses to ensure accuracy and compliance with company standards.
Support Team Management:
- Monitor SLA breaches and ensure timely resolution.
- Write detailed reports for SLA breaches when requested by customers or partners.
- Handle customer escalations by providing technical justification and solutions when issues are unresolved at lower tiers.
- Conduct regular audits of ticketing systems to ensure proper prioritization and classification.
Team Enablement and Training:
- Organize internal knowledge-sharing sessions to upskill the team (e.g., Astronauts meeting or lab use cases).
- Develop enablement plans for the team and ensure everyone is aligned with current and upcoming technologies.
- Identify skill gaps and recommend training courses, certifications, or hands-on labs to enhance the team's expertise.
Vendor and Compliance Management:
- Act as the focal contact for vendor communications regarding compliance, technical updates, and certifications.
- Regularly review compliance dashboards and divide tasks among team members to meet vendor requirements.
Technical Projects and POCs:
- Oversee and assign POCs, PS engagements, and technical presentations based on team capacity and expertise.
- Ensure timely and effective delivery of customer-facing trials and POCs to support sales efforts.
(shared by @careersandjobsinlebanon)
Tool and Platform Management:
- Administer and optimize tools like Salesforce, Zoho, or internal ticketing platforms for efficiency.
- Ensure all SE and support tasks are logged and tracked properly in Salesforce and other systems.
- Communicate with internal stakeholders (e.g., logistics, operations) to streamline workflows for RMAs or project deliverables.
Customer and Partner Relations:
- Handle critical communication with customers and partners during escalations or when errors arise in ticket handling.
- Schedule and conduct sessions to clarify and rectify any misunderstandings with customers or partners.
Collaboration with Sales Team:
- Work closely with AMs to ensure SE tasks such as POCs, demos, and technical presentations align with sales strategies.
- Act as a bridge between technical and sales teams to deliver customer-centric solutions.
Communication and Reporting:
- Provide weekly updates on team performance and technical projects to management.
- Collaborate with cross-functional teams to improve support processes and technical alignment.
- Maintain and improve documentation for technical processes, escalations, and engagement guides.
Interested candidates can send their CVs to Mrs. Joanna Mejahes
[email protected]