Deputy Ops Manager, Technical

Direct Line Manager: Operations Manager TechnicalNext Level Manager: TEC Operations and Commercial DirectorLocation of Position: Dubai Office. The role may require infrequent global travel.Purpose of Role: The Deputy Operations Manager supports the Operations Manager in leading managing and developing a team of electronics and communications engineers and assists in overseeing the daily operation of Sicuros 24/7 Support team. The Deputy Operations Manager assists in handling all matters appertaining to technical infrastructure customer support manpower and operating procedures in the operations room. Key responsibilities include supporting the implementation of operational policies to drive service excellence assisting in developing a high-performance culture for all engineers and supporting recommendations for changes to products or services to fulfil customer requirements. This role acts as second-in-command and assumes full operational responsibility in the Operations Managers absence. The Deputy Operations Manager coordinates with various departments in the Sicuro Group organization such as the Account Managers Finance team HR and Admin Graal and Intelyse to achieve business objectives and render technical and commercial support.Contact and Cooperation: Intelyse Sicuro Technology and all Sicuro Group Companies.Key ResponsibilitiesOperationsAssists in defining and improving operations policies for Sicuros 24/7 Support /GSOC teamSupports regular evaluation and review of policies.Ensures policies are relevant to Support tasks and client requirements.Assists in ensuring engineers adhere to policies through discussions and signed documents to guarantee effective implementation.Supports setting clear objectives evaluating progress and instilling a high-performance culture with a focus on teamwork and customer service excellence.>Participates in regular meetings with the Ops Management team Account Managers and Department Heads to discuss issues concerns updates and suggestions for the improvement of customer support and operational policies.Assists in evaluating engineers potential and allocating tasks and responsibilities to develop leadership skills.Supports managing the workflow for Ops Management and the Support /GSOC team.Responsible in organising and maintaining shift rotations for the 24/7 Support and not affected by engineers that are deployed or on leave.Manages vendor platforms (i.e. SkyWave Delorme SPNET) and other systems related to daily operations.Facilitates the creation of user manuals and guides for known systems.Review daily priorities and take appropriate action to ensure results are achieved. Then provides an operations technical report to senior management and department heads highlighting outstanding issues and accomplished tasks on a daily basis.Informs Account Managers and Execs of any technical system failures or significant downtimes.Has oversight of stocks inventory and purchasing of tools and equipment essential to daily operation.Ensures that physical inventory levels are monitored and replenished as needed.SupportAssists in managing and motivating the Support team to provide efficient telephone and e-mail support to Sicuros growing customer base.Ensure that the team follows standard operating procedures on handling normal and primary monitoring client concerns.Monitors the Support emails and assist in sorting client requests concerns and issues.Ensures the Support team are providing timely responses and resolves all client issues the shortest time possible.Implements protocols for Primary Monitoring clientsProtocols are reviewed and approved by the client.Documentations are signed and made available in the Ops Room.Oversees all vendor portals tracking systems and tracking devices are operational.Facilitates the creation of user manuals and guides for tracking platforms and devices for client use.Manages the content of the support tutorials portal with the Ops Management team.Manpower and TrainingAssists in recruitment interviewing and hiring of engineers.Responsible in allocating engineers for projects and deployments.Ensures the operations room is efficiently always manned.Responsible for training new engineers while assists on training new Sicuro staff.Coordinates with HR and senior management and evaluates the need for technical and English trainingfor engineers.Business DevelopmentParticipates on sales and cost-driven projects to meet demanding client requirements in different industries - government departments NGOs private security and oil and gas sectors.Provide input into the company service delivery strategy.Represents the company in annual conference regarding fleet telematics satellite tracking Internet of Things among others.Liaising with all areas of management including CEO sales operations directors to provide technical and sales support.Maintains strong relationship with third party providers for business continuity.Assist marketing team in preparing effective mar