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. **Skills:** Oracle Administration , Cybersecurity , Cloud Administration