Technical Service Manager (Customer Assurance)

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)
• 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:

• Work in modern and spacious office in one of the best business center located in Podil (10 min from Metro)
• Opportunities for business trips to work in the direct contact with leading telecom providers
• Medical insurance for employees and medical insurance discounts for family members
• Sport activities and corporate events
• Technical and soft skills trainings
• Improve the skill set and knowledge within the new and prospect technologies (Cloud vs. On-premise, etc.)
• Opportunities for career development to work as part of telecom transformation programs, providing wide range of services, such as Application Support, Hosted of Remote Managed Services
• Professional growth in the international business environment
• Friendly multi-cultural and multi-language atmosphere (foreign language maintenance and enhancement)
• Salary will be discussed individually with the successful candidate

Type of employment: full time