Technical Service Manager (Application Management)

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Требуемый опыт работы: 1–3 года

Полная занятость, полный день

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 (Application Management)

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);
  • Willingness and ability to travel

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:

  • Improve the skill set and knowledge within the new and prospect technologies (Cloud vs. On-premise, etc.);
  • Opportunities for career development
  • Professional growth in the international business environment
  • Opportunities for business trips to work with leading telecom providers around the globe
  • Technical and soft skills trainings;
  • Medical insurance for employees and medical insurance discounts for family members;
  • Friendly multi-cultural and multi-language atmosphere (foreign language maintenance and enhancement)
  • Sports activities and corporate events, soft-skills development
  • Salary will be discussed individually with the successful candidate

Адрес

Московская, Самара, Московское шоссе, 4ас2

Вакансия опубликована 6 февраля 2020 в Самаре

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