Support Consultant Jobs 2023 in Dubai, UAE – Apply Online for Tech mahindra Careers Vacancy

Job Summary

Contribute in end to end delivery of complex customer engagements involving multiple projects. Manage one or more team to meet Service delivery objectives. Guide/Mentor the team members on technical problems which cannot be resolved at their level. Prepare plans for building competencies of self and the team (E.g. Conducting L2 team). Perform team assessments and evaluation Design, develop, build & operate custom CX initiatives Design & Support Customer Feedback management initiatives, and administers the EFM platforms deployed in MAF Identify leading CX trends and initiatives and build use cases that can maintain the competitive edge of MAF entities with their consumers Create and develop long term relationships with all MAF CX leads, engage proactively, and support the CX initiatives of the various stakeholders across the various CX platforms deployed in MAF. Report the current status of the product strategy and needs requested by each department which will support the project/business strategy. Demonstrate expertise to deliver functional and technical solutions on customer engagements Act as the team lead on projects, providing coaching, guidance, and feedback to develop skills of team members Lead the solution design and implementation aspects of engagement(s) ensuring high quality, integrated Cloud solutions within constraints of time and budget Be a champion and advocate of data visualization and analytics, work across various data analytics and engineering teams in unifying the various data islands across MAF, enabling a true 360 degree consumer journey mapping Design & build the appropriate services that enables the collection and analysis of various data relevant to MAF consumer journey coach and develop individuals and teams to ensure smooth day to day operations while facilitating teamwork Identify potential risks in projects and mitigate them in coordination with Project Managers and Management Conduct requirements gathering, fit gap analysis, data mapping, process mapping, solution design and validation Manage and Support MAF SHARE Tech Operations Responsible for Level 1 and Level 2 teams Responsible for overall smooth functioning of SHARE in Production and all SHARE related projects Liaise with all Product Managers across all BUs to ensure Good customer experience is maintained for SHARE by ensuring stories are taken into their respective Sprint Cycles. Fix the SHARE pain points and work on improvements from other BUs Ensure Transparency and Updates of Production Issues to senior management of SHARE and respective L3 Maintain the Production Support Dashboard for clear visibility to all Stakeholders Help set up processes for smooth functioning of SHARE Loyalty Analyze and escalate Gaps in overall processes across SHARE to get to closure Responsible for Knowledge Base and Problem Management for SHARE 1st Level Approver for all SHARE related changes that go into production Lead PIR Meetings and bring issues and problems to closure, backup as Change Manager wherever required Monitor and manage the loyalty management platform and all its components, SHARE Points Program on GRAVTY Loyalty management platform Resolution of all support tickets aligned with defined SLAs, responding to changes within SLAs and on time delivery on change and enhancements. Coach and lead a team of cross functional skilled individuals, set short term and long term development objectives, conduct their periodic performance reviews and help in the their overall career succession plan.