Technical Service Manager (Ecuador)

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Требуемый опыт работы: 3–6 лет

Полная занятость, полный день

Netcracker Technology Corp., a large software development company and one of the world’s most respected TOMS Solutions (Telecommunications Operations and Management Solutions) companies, has an opening for:

Technical Service Manager with relocation to Ecuador

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 to critical customer issues with sufficient technical expertise; provide timely status updates and reports
  • Plan and manage project team: allocate resources, distribute tasks within the team, control the results
  • Upsell CR/Professional services
  • Manage and deliver service and/or functional change requests
  • E2E responsibility for the relations with the company client for the service in regards to Production Application (CRM, Billing, Order Management, Service Assurance, etc.) for residential and business customers
  • Work as part of the Telco’s transformation programs, providing wide range of services, such as Application Support, Hosted of Remote Managed Services
  • Plan account budget and resources; keep project within the allocated budget; find resources to execute on time and on budget without compromising quality
  • Manage internal and external communications, carry out regular meetings, phone calls, conferences, presentations
  • Participate in support and maintenance sales cycle (meetings with customer management and support representatives, development of presentations, work on requests for proposal (RFP/RFI), evaluate resources and costs for support services, draft and review service contracts, etc.)
  • Work with senior and top management on support and maintenance related questions

Roles:

  • Provide single point of contact and remain as 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
  • Provide Customer Advocate function across all departments within Netcracker

Requirements:

Education:

  • Higher Technical education

Experience:

  • 2+ years progressive experience in the customer support field, requiring solid technical skills

Skills:

  • Spoken and written English and Spanish
  • Excellent communication skills and interpersonal skills
  • Ability to assume a leadership role; owning the job
  • 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)
  • Willingness and ability to travel

Optional:

  • Knowledge in OSS/BSS solutions
  • Enterprise software, telecommunications or call center background
  • Knowledge/experience in the following state-of-the-art 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:

  • Opportunities for career development
  • Opportunities to make business trips
  • Professional growth in the international business environment
  • Medical insurance for employees
  • Friendly atmosphere, sports activities and corporate events
  • Salary will be discussed individually with the successful candidate

Ключевые навыки

Испанский языкCustomer Support

Вакансия опубликована 24 октября 2019 в Москве

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