Job Category: Customer Service & Support
Location: Egypt, Cairo
Job ID: 772071
Division: Services & Support
MEA CSS Support ManagerLocation: Egypt, Cairo
Job ID: 772071
Division: Services & Support
Executive Summary
The Support Engineering Manager is a people manager role and is accountable for a team of individual contributors that deliver technical support and empower customer self-help. This requires building and maintaining an effective team, networking and collaborating, operational excellence, and getting results through others. The specifc focus of the work group varies by business and technology cluster. In general, the focus involves managing the resolution of technical cases (both frontline and escalation) from Microsoft customers utilizing a variety of offerings. The overriding focus of this includes providing quality CPE in a cost efficient manner.
The role exists to set the strategic direction of the group and to achieve the annual performance commitments at the organizational level. These may include commitments for organizational health, budget/fiscal responsibilities, and CPE. The role exists to manage teams of indivudal contributors in the Support Engineering discispline and to achieve the annual performance commitments at the area level.The role adds value by coordinating the efforts of the team which deliver solutions to Microsoft customers and help collect the needed data to operationalize the voice of the customer into improved Microsoft products, programs and policies. The role also adds value by managing teams and facilitating the professional and technical development of individual contributors. MEA Support Engineering Manager plans, prioritizes, and implements at the area level. The role also requires a high level of customer focus and excellence in operatoinal execution. The challenges include being able to ensure teams maintain the appropriate technical depth for current and future Microsoft products and to effectively and efficiently manage in adverse business conditions. Additionally Support Engineer Managers are facing varied challenges around the emerging global nature of the role which includes shared lines of businesses and accountabilities across regions as well as exposure to managing vendor relationships.
Position Qualifications:
•Ability to manage, motivate, and develop people
•Conflict Resoluion experience and ability
•Excellent Written and Oral Communitation skills
•Leadership Skills
•Analytical skills
•Strenghts in the use of Excel and Powerpoint
Experience /
Educational Requirements
•BA or BSc degree ; MBA or Master’s Degree is preferred
•3 – 5 years of related experience
•People management experience required
•Field of Study: CS, Engineering, Business, Management Science
•No specifc training and certification is required for the role. The following may be beneficial based on the specifc job and its functions: ITL, PMP, MOF
•Any of the following may be beneficial: Leadership role with demonstrated advancement, Service Industry experience, Customer Service Experience. IT experience, project management experience, and/or business operational experience.
Responsibilities
•Managing teams and businesses
•Budgeting/forecasting
•Operational excelllence
•The position operational excellence for managing to the budget in areas of morale spend, capitol spend, T&E, telecom, freight & supplies, and training at the team level. Business metric targets vary by the specific business / technical cluster. Metrics for which the position may contribute to include, but are not limited to Minutes per Incident, Cost per head, Initial Response Time, Days to Solution, Organizational Health Index, MSPoll, Percent Resolved, SE Knowledge, QMF, QoS, Percent Answered within goal, and CPE.
•This position makes key decisions about: Attracting, developing and retaining talent, Influencing the Customer and Partner Expereince, Improving productivity, efficiency and effectiveness of the team and / or business.
•The position needs to defer key decisions regarding: Headcount allocation, Area Budget and Financial decisions, Some personnel decisions.
•Influencing a variety of support managment stakeholders through expertise, inclusion, and commitment to quality of the customer experience
•Demonstrating communication skills in a global environment, and demonstrating the ability to initiate and build good working relationships with multiple peers
•Working relationships across teams, business groups, and/or disciplines, and effective communication and collaboration to quickly resolve customer issues
Reporting
The position is reporting to CSS MEA Area Director.
Location
MS Egypt – Cairo
Career Stage
M1
Knowledge, Skills and Abilities/Competencies
•Gets results through others
•Makes others successful
•Plans, prioritizes, and implements at the team level
•Builds an effective team
•Maintains expertise through others
•Networks across groups
COMPETENCIES (min. Levels out of 4 scale)
•Confidence (3)
•Cross Boundary Collaboration (3)
•Developing People (3)
•Enabling change (2)
•Impact and Influence (3)
•Interpersonal Awareness (3)
•Optimizing Resources and Budgets (3)
•Setting Goals and Expectations (3)
Male candidates must have no military obligation.
All candidates must be fluent both in English and Arabic.
All applications will be kept strictly confidential.
