Вакансия: Technical Service Manager (Application Management)
Компания "Netcracker Technology Corp."
Netcracker Technology Corp. (an NEC company), a large software development company and leading provider of OSS/BSS Solutions (incl. Telecommunications Operations and Management Solutions), has an opening for:
Technical Service Manager (Customer Assurance)
Responsibilities:
- Design, develop and manage end-to-end solution management process, based on customer specifics and requirements from other support and business user groups involved in the process;
- Work on critical and high severity incidents and problems: identify root causes and provide appropriate solutions with sufficient technical expertise; provide timely status updates and reports to higher management level;
- Plan and manage application support team: allocate resources, distribute tasks within the team, control the results;
- Manage and deliver service and/or functional change requests;
- Keep responsibility for E2E relations with the client for the service in regards to Production Application (CRM, Billing, Order Management, Service Assurance, etc.) for residential and business customers;
- Manage internal and external communications, carry out regular meetings, phone calls, conferences, presentations;
- Be one of the key team leads of the telecom business transformation programs, providing wide range of services, such as Application Support, Hosted or Remote Managed Services, or specialized services;
- Set up and manage operations ‘build’ phase to secure operational readiness prior to the start of application commercial usage;
- Plan budget and resources for the Post Production support phase; keep project within the allocated budget; find resources to execute on time and on budget without compromising quality;
- Upsell software changes and professional services;
- Participate in support and maintenance sales cycle: meet with customer management and support representatives, create presentations, work on requests for proposal (RFP/RFI), evaluate resources and costs for support services, draft and review service contracts, etc.;
- Work with higher management on any kind of support and maintenance related tasks;
Roles:
- Own all activities around Production environment in the scope of post-production support service;
- Provide a single point of contact and be the first escalation point for customer IT and business teams;
- Build good relationship with customer;
- Make sure all customer requests are promptly handled and resolved for continuous, courteous and professional support coverage;
- Act as a customer advocate across all departments within Netcracker;
Requirements:
Education:
- Higher technical education
Experience:
- 2+ years progressive experience in the technical/client/application support fields, requiring solid technical skills
Skills:
- Ownership, excellent communication skills and interpersonal skills
- Ability to assume a leadership role; owning the job; team player; constant focusing on results
- Strong troubleshooting and problem-solving skills; quick learner
- Consistently sound level of judgment and professional conduct
- Ability to multi-task, work under pressure, meet challenging deadlines
- Knowledge of SW development/implementation methodology (Agile, Waterfall)
- Spoken and written English (Spanish, German, Italian, French and Portuguese will be considered as advantage).
Optional:
- Knowledge in OSS/BSS solutions, experience in business transformations program
- Enterprise software, telecommunications or call center background
- Knowledge/experience in the following concepts and technologies: NFV, SDN, Cassandra, Ignite, Kafka, REST API, Microservices, Machine Learning
- Ability to read Java code and query Oracle DB would be a plus.
We offer:
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Competitive salary.
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Medical insurance, covering dental services and online consultations with doctors.
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More than 300 hard and soft-skills programs by the corporate career development center.
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Open environment and encouraging knowledge sharing culture.
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Free English courses and opportunity to practice foreign languages daily.
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Flexible working hours and an opportunity to work remotely.
