Api Support Manager, Dnata Travel
3 days ago
Job Purpose: The role of the Application Program Interface (API) Support Manager is to provide technical pre-sales support for the sales team during discovery and sales calls with prospective customers, whilst providing technical assistance to the customer during the customer's integration phase with the dnata Travel Group Accommodation API. The API Support Manager is responsible for providing ongoing technical customer service to clients post integration ensuring business growth is achieved through optimised connectivity as clients connect to our systems and their needs are met. They will also research emerging technologies and methods in Application Program Interface (API) management and integration, provide design inputs for improvements to the API for the business and our customers and drive the API Support team and its respective KPIs. Key Responsibilities Plan - Collaborate with clients and internal teams to iteratively improve the API and documentation based on customer question patterns and customer feedback - Research information on new, emerging technologies and methods in API management and Integration and provide design inputs to business and development teams - Look for ways to improve customer support process and experience - Define, document, and implement processes for integration to ensure compliance and standardisation across stakeholders - Shares information cross-functionally to improve workflow processes - Educate Sales and Business teams on the API and its capabilities Deploy - Follow project management processes and techniques to drive the delivery of the technology solutions to ensure deliverables are met in terms of quality, quantity and timelines against the agreed SLA. - Provide high quality post implementation system support to the clients by encouraging best practices to improve the productivity, cost efficiency and retention. - Become the subject matter expert with in-depth knowledge of our API products to quickly facilitate customer inquiries. Lead - Provide functional leadership to develop effective integration processes, tools and templates that ensure an optimised API that can effectively be utilised by all customers - Drive team performance to achieve the objectives of the API Support team - Leads a team to identify, document, and communicate opportunities and their potential improvements related to processes, technology and people areas - Define the right KPIs and SLA to manage and measure team performance - Regularly communicate performance reporting of the team and API performance - Analyse and propose improvements in processes, methods, and tools - Monitoring of project progress against plan and escalation of risks and issues to the respective stakeholders - Management of all risks and issues - Responsible for on-time delivery and overall quality of deliverables Execute - Ensure API Support team: - Assist clients with our application program interface (API) before, during and after integration - Be able to discuss API features, functionality, and integration with clients and various people within the organisation - Triage and resolve client support emails and calls about API features, functionality, and integration within agreed SLA?s - Investigate, diagnose, and solve system and availability issues to ensure no downtime for clients and maximise commercial growth - Define, maintain and distribute our API specification and supporting documents to clients and internal stakeholders - Responsible to define, test, document and deploy API enhancements and support the team as required - Deliver Service Level Agreements (SLA?s) - Serve as a liaison between our clients and our product and IT teams on improvements to the API - Support client growth through service excellence - Can step in to resolve escalations of customer or business queries - Provide assessment, strategies, advisory services and technical vision to prospects and customers as part of their digital strategy. - Occasional business travel and attendance at trade shows required
Qualifications & Experience: Experience - Minimum 5 years experience of which at least 2 years are experience in an API service/support role, preferably within a Travel related field Qualification - A Level or Degree Qualification with technical discipline, or equivalent experience preferred - Professional training courses in Customer Services preferred Skills/Knowledge - Strong analytical abilities and computer literacy skills - Demonstrable team management experience - Experienced in customer service based role ideally in travel technology - Ability to convert technical IT terminologies to conversational non-IT-experienced language - Advance reading/using coding samples and snippets of code to communicate with developer clients - Excellent written and verbal communication skills - Fluency in spoken and written English - Ability to prioritise and work well under pressure - Technical Problem Solver This is a Dubai based role, however alterna
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