Friday, March 23, 2018

Sr. Manager - Technical Support

Job description / Role
At DarkMatter, we are building an organisation of specialists to provide the ultimate integrated cyber security protection available. Whatever the scope, scale or sensitivity of our clients' work, we'll assess their risks, resolve their vulnerabilities and always keep them ahead of the threat, offering them the best possible products and solutions.

The Role

The Trust Services organization manages all tasks related to CA operations, all from maintaining the technical infrastructure to receiving and processing of certificate requests. As a part of the organization, the Support team is responsible for all technical support to external or internal customers, will help the users on topics such as how to install a certificate, how to generate a CSR for a webserver, how to deploy certificates in various applications and will also help the customers in the process of how to order a certificate and give suggestions on what type of certificate to use.

The Sr. Manager Tech Support will be responsible to build the team and processes of Tech Support.

The Sr. Manager is responsible to define processes and procedures to offer world class technical support to DarkMatter's customers, both externally and internally. The role includes to oversee the daily work of the support team, create and maintain reports, ensure SLA compliance, oversee procedures in support systems as well as ensuring knowledge transfer and training throughout the organization.

The Sr. Manager Tech Support reports directly to SVP - Trust Services and will together with other BU line managers be involved in development of future solutions and roadmap of the CA.

All members of the Trust Services team will work in a highly secure environment where the need for being well organized and structured in order to maintain the level of security is of utmost importance.

In this role, you will:
•    Ensure compliance to SLAs
•    Define processes and procedures for support
•    Create a world class technical support for DM customers
•    Coordinate with Call Center to ensure seamless interaction.
•    Research and keep up with latest technologies and requirements
•    Interact with internal departments and vendors to investigate and use of support tools and systems
•    Develop and maintain personal development plans
•    Interact with other teams and BUs to share knowledge

To bring your dream to life, you'll need:

Required Qualifications:
•    Relevant education in IT (B.Sc)
•    Experience in manager role
•    Proven technical experience of IT environment
•    Relevant experience with IT security
•    Relevant experience with PKI

Desired skills:
•    PKI knowledge
•    Experience with PKI in use (SSL, SMIME, Digital Signatures etc.)
•    Good understanding of support processes and procedures.
•    Experience with customer support
•    Knowledge of usage of JIRA and Confluence.

Personal skills:
•    Good English in speaking and writing (must)
•    Arabic speaker is a plus
•    Takes responsibility
•    Well organized
•    Leader and mentor
•    Customer facing role
•    Integrity
•    Work independently
•    Able to work together with and contribute to the BU

Working in Abu Dhabi

At DarkMatter, we're turning our biggest ideas into reality in the fastest moving and most dynamic city on the planet. Working here, you'll lead technical innovation in the region while taking advantage of all Abu Dhabi has to offer. From first class healthcare and education, to superior living accommodations and cultural attractions, you'll find your ideal career and more in this global crossroads. The UAE is one of the safest and most secure areas in the world. And with its location between Europe, Africa and Asia, you'll expand your worldview in just a short flight. But you won't have to venture far from the city to experience its diversity. You'll find people of over 50 nationalities working in the DarkMatter Group. Join us and see that while far away from the concrete tech jungle, Abu Dhabi is an oasis where your latest innovations will thrive and grow.

About the Company
DarkMatter is transforming the cyber security landscape. Headquartered in the UAE and operating globally, we're the region's first and only fully integrated digital defence and cyber security consultancy and implementation firm. Our elite team of global experts deliver advanced, next-generation solutions to governments and enterprises across the cyber security spectrum.

We help clients simplify the enormous complexity of today's ever-evolving cyber threats. Our vision is to protect the future by securing its technologies. Innovation and Research are cornerstones to our development and the activities in these areas underpin our entire range of offerings, including Secure Communications, Public Key Infrastructure and Big Data & Analytics products.

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