Application Open:
Full-Time
MBZUAI is seeking a motivated, highly organized Trusted Research Environment (TRE) Support & Account Manager to deliver end-to-end support for TRE users. The role blends customer success, account management, and Tier-1 technical support to ensure smooth onboarding, proactive project oversight, and efficient issue resolution. Serving as the primary point of contact for MBZUAI users and internal stakeholders, you will help research groups progress through their TRE projects, while working closely with the TRE operations and engineering teams, supervisors, and end users to maintain high service levels, track project health, and keep communications clear and timely.
Key Responsibilities:
User Onboarding & Orientation
- Guide new users through TRE onboarding steps using provided onboarding materials.
- Ensure users understand key workflows, policies, and tools.
- Provide basic Tier-1 support for simple access or usage questions.
Project Tracking & Administration
- Maintain an up-to-date project overview for each research group, including:
- Supervising professor
- Participating students
- Project scope and timeline
- Progress milestones
- Data usage and compute budget.
- Track project health and flag risks proactively.
Proactive Communication with Group Supervisors
- Conduct weekly check-ins with each project’s supervisor or designated lead.
- Provide status updates, identify blockers, and offer assistance.
- Keep communication structured, predictable, and documented.
Issue Resolution & User Support
- Serve as the first line of support for user queries and simple technical issues (Tier 1).
- Escalate more complex technical matters through the appropriate internal channels.
- Ensure users receive timely and accurate resolutions.
Internal Liaison with TRE Team
- Communicate user issues or requirements to the TRE technical or operations teams.
- Follow up on open tickets and ensure progress is made.
- Bring user feedback to internal meetings to help improve workflows.
Communication Back to MBZUAI TRE Users
- Provide clear, friendly, and timely updates to users on ticket progress, system changes, dataset availability, or project risks.
- Maintain high professionalism and customer-centric communication.
Monthly NEWSLETTER Creation
- Produce a monthly newsletter for MBZUAI users.
- Each month’s issue highlights a different dataset available in the TRE, including:
- Dataset overview
- Use-case ideas
- Access instructions
- Relevant documentation
- Collaborate with TRE team members for content accuracy.
Daily Team Participation
- Attend daily TRE team standups.
- Share user insights, open issues, and project risks.
- Request help from technical staff when needed.
Usage & Budget Monitoring
- Track compute usage, data consumption, and budget allocation per project.
- Flag overspending or unusual activity.
- Provide teams and supervisors with periodic reports.
Other Duties
- Carry out all other duties as reasonably directed by the Line Manager, to support the department and MBZUAI’s objectives.
Academic Qualification
- Bachelor’s degree in Computer Science, Information Systems, Data Science, Engineering, or a closely related field.
- A postgraduate degree in a related discipline will be preferred.
Professional Experience
Essential
- 3–5 years in user-facing roles combining customer success/account management with Tier-1 technical support (research IT, cloud/data platforms, or secure environments).
- Demonstrated user onboarding and training, ticket/queue management (e.g., Jira, ServiceNow, Zendesk), and status reporting to multiple stakeholders.
- Experience maintaining project registers (scope, milestones, risks, usage/budget) and producing clear, timely updates.
- Practical familiarity with secure data workflows (access control, least-privilege, basic data-governance) and basic cloud/compute concepts (AWS/Azure/GCP, Linux shell, SSO).
- Strong documentation and communications (FAQs, release notes, user newsletters/updates).
Preferred
- Experience in research IT or data-platform support within universities, research institutes, or healthcare, ideally with Trusted Research Environments (TREs) or regulated data rooms.
- Exposure to ethics/IRB or data-access committees, audit preparation, and evidence collection for secure environments.
- Experience with usage/cost monitoring in cloud (budgets, alerts, tagging) and basic SQL for reporting.
- Collaboration with engineering/DevOps on escalations, incident communications, and minor change requests.
- Relevant certifications (any): ITIL Foundation, PMI-CAPM/PRINCE2 Foundation, CompTIA A+/Security+, AWS/Azure Cloud Practitioner, ISO 27001 Foundation.
- Arabic language and awareness of UAE data/privacy expectations.
