Technical Support Manager
Dubai, ARE
THE OPPORTUNITY
Title: Technical Support Manager MENAT
Location: UAE, 100% remote
Full time, permanent role
Global Product Support Organization:
Global Support Organization provides full lifecycle management support for Customers’ physical and digital records and information and provides predictive insights into that information, through a consumer quality user experience.
This role will be instrumental in supporting Iron Mountain customer’s digital transformation and expanding Iron Mountain's relevance as global Information Management Services provider.
The role requires an experienced IT Manager with a proven record of being hands on, leading teams to support in a fast-paced environment. The role also requires a deep understanding of ITIL principles and experience with end to end life cycle of ITSM principles. This individual will be working with different teams to ensure high quality customer support, ensure all steps of the problem life cycle are followed and
FMEAs are being conducted as well as a thorough root cause analysis is completed.
We are looking for a Technical Support Manager who has the experience necessary to help lead the Global Support teams for end-to-end customer delivery. We are a growing team creating an exciting new product utilizing the latest technology in machine learning and cloud services. The ideal candidate for this position can prioritize mission critical tasks and coordinate expansion of our system so updates and other maintenance tasks do not get in the way of daily operations. In addition to solid technical, analytical, and troubleshooting skills, the candidate must have great soft and customer service skills. Further experience with the Cloud Platform and Release Management process is strongly desired. This candidate needs to be based out of the MENAT region, and cleared to support our Insight / DXP portfolio customers.
Responsibilities:
Technical Support : Lead the Global Support teams for end-to-end customer delivery. Prioritize mission-critical tasks and oversee system expansion to ensure updates and maintenance do not disrupt daily operations.
Collaboration: Work closely with Engineering team devOps Team and professional services teams to restore services and identify problems. Ensure collaborative efforts lead to effective problem resolution and service restoration.
Incident Management: Maintain a troubleshooting tracking log, ensuring timely resolution of technical problems and escalations. Act as the escalation point for complex issues that require in-depth technical knowledge.
Operational Excellence : Oversee daily operations of Insight & all content platform solutions including DXP ensuring system reliability, availability, and performance. Implement proactive monitoring and troubleshooting processes to minimize downtime.
Customer Focus: Ensure high levels of customer satisfaction by responding to client needs, managing escalations, and delivering timely support services.
Process Improvement: Identify opportunities for process optimization, automation, and efficiency improvements in IT support operations.
Compliance & Security: Ensure all systems and processes comply with industry standards, security policies, and regulatory requirements. Coordinate with the security team to manage vulnerabilities and ensure the content platform systems are secure.
Problem Solving : Analyze data and situations to develop solutions that align with platform objectives. Work on issues requiring an in-depth knowledge of the platforms in support scope.
Minimum Skills & Qualifications:
Strong communication, collaboration and problem solving skills with a track record of delivering production grade systems in a team environment
Motivated individual who learns quickly, has pride in building a new productand can engage others to accelerate technical solutions
Minimum Bachelor’s degree or equivalent experience
Experience in working with geographically distributed teams
Excellent written and verbal communications skills with external customers
Written and verbal proficiency in the English language
Experience with Cloud Platform strongly desired or other cloud platforms
Excellent Ticketing Experience
Excellent Remote Troubleshooting experience
Excellent Customer Service Skills
Familiarity with Docker, Kubernetes, ElasticSearch, REST API technologies desired
Experience with Content Service Platforms (CSPs) such as Alfresco, Hyland, or Nuxeo strongly desired
Experience with MongoDB a plus
Experience with SQL and database concepts
Good Documentation Skills and experience writing support documentation
Good Training and knowledge transfer skills and experience
Experience with server oriented architectures and web platform applications
Experience working with and coordinating issue resolution with 3rd party vendors
Multilingual in either German, French, Spanish is a plus but not required
Be self-motivated with minimal supervision
Be able to work in a fast paced collaborative environment with a global team
Minimum 8 year experience in supporting Enterprise level applications
Minimum 4 years’ experience working with and supporting external customers
Education:
Minimum Bachelor’s degree or equivalent experience
BS, MS or MBA from accredited/recognized university
Discover what awaits you:
Discover Limitless Possibilities: Embark on an exciting journey with Iron Mountain, a global organization that embraces transformation and innovation.
Empowering Inclusion: Join a supportive environment where everyone's voice is heard, opinions are valued, and feedback is encouraged, fostering an atmosphere of inclusion and belonging.
Global Connectivity: Connect with 26,000+ talented individuals from 59 countries, opening doors to diverse cultures and fostering global learning opportunities.
Championing Individuality: Be part of a winning team that celebrates diversity and encourages individual differences to drive greatness.
Competitive Total Rewards: supporting your career at Iron Mountain, family, personal wellness, and wellbeing. (Local benefits may vary based on country-specific policies.)
Embrace Flexibility: Experience the freedom of remote/hybrid work, enabling a harmonious work-life balance (dependent on role).
Unleash Your Potential: Access abundant opportunities for personal and professional growth, preparing you for a digitalized future.
Valuing Every Contribution: Join a workplace that actively encourages and supports all talents, recognizing the unique impact of each individual.
Pioneering Sustainability: Contribute to our vision of fostering a sustainable and thriving workforce, leaving an enduring legacy for generations to come.
#LI-DNI
Category: Information Technology
Iron Mountain is a global leader in storage and information management services trusted by more than 225,000 organizations in 60 countries. We safeguard billions of our customers’ assets, including critical business information, highly sensitive data, and invaluable cultural and historic artifacts. Take a look at our history .
Iron Mountain helps lower cost and risk, comply with regulations, recover from disaster, and enable digital and sustainable solutions, whether in information management, digital transformation, secure storage and destruction, data center operations, cloud services, or art storage and logistics. Please see our and for a look at our principles and aspirations in elevating the power of our work together.
To view the Equal Employment Opportunity is the Law posters and the supplement, as well as the Pay Transparency Policy Statement,
Requisition: J0084822
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