Bilaal Ali

Global Technical Software Support Manager @Arup

Responsible for a global Technical Software Support team with members located in Americas, Australasia, East Asia regions & UKIMEA Responsibilities include: • Create and Lead a global team that provides support for a range of technical software to the Americas, UKMEA, Europe, East Asia and Australasia regions. • Conduct daily handovers of issues / support requests with other support team members • Communicate effectively with individuals from different discipline backgrounds and varied technical skill levels. • Identify skills or knowledge gaps that need to be addressed in the team. • Be a point of contact for escalating and ambassador for improvement. • Knowledge share to increase teams understanding and improve efficiency to answer queries. • Coordinate/manage the transition of unresolved support calls to succeeding on-line global team. • Design and prepare educational aids and materials for training purposes. • Managing resources and planning future workloads. • Ability to provide constructive feedback to aid in personal development, through 1-1’s and appraisals. • Tracking and reporting on team performance through KPIs and Metrics. • Liaise with Vendors, 3rd line support to resolve issues and knowledge gather and cascade this to the appropriate individuals.