Role & responsibilities
• Incident Management: Provide direct support for end-user queries and issues within the EAM application and servers. This includes immediate onsite attendance for Priority 1 (P1) critical service interruptions within office hours and managing resolution within defined SLAs.
• User Management: Administer user groups, accounts, roles, and permissions. Conduct user training sessions as needed to enhance platform adoption.
• Functional Support: Manage EAM roles across various functions, including:
• Facilities & Infrastructure: Asset registry, preventive maintenance, condition monitoring, and work order management.
• Security & Fleet: Asset tracking, uptime monitoring, and maintenance scheduling.
• Contractor Management: SLA monitoring and performance tracking of outsourced providers.
• Techno-Functional Coordination: Troubleshooting and finding solutions for reported issues, coordinating with Hexagon (OEM) for product-level bugs, and assisting users with data verification and upload activities.
• Project Management: Manage risks, issues, and change management processes in compliance with CPC requirements. Generate quarterly incident reports for management visibility.
• Education: Must be a qualified Engineer .
• Certification: Must be an OCTAVE-certified EAM Consultant .
• Technical Knowledge: Deep understanding of OCTAVE ATTUNE EAM [HxGN EAM] modules, including asset performance, work management, materials, procurement, and budget management. Familiarity with cloud-native foundations, GIS, or BIM capabilities is preferred.
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• Overall Experience: Between 4 to 8 years of professional experience in consulting or technical support environments.
• EAM Experience:
• Proven expertise in OCTAVE ATTUNE EAM (formerly HxGN EAM) implementation or managed services support.
• Experience in Asset Lifecycle Management , covering planning, acquisition, installation, operations, maintenance, and disposal.
• Experience working within a structured Priority-based support framework (P1/Normal support cycles) and adhering to strict response and resolution timelines.
• Experience in a techno-functional role, bridging the gap between business requirements (functional) and system configurations/server environments (technical).
Is this role a fit for you?
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CITY UNIVERSITY AJMAN · Ajman - United Arab Emirates (UAE)
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