Join NetCracker Technology, a wholly owned subsidiary of NEC Corporation, to work for a forward-looking software company, offering mission-critical solutions to service providers around the globe. Our comprehensive portfolio of software solutions and professional services enables large-scale digital transformations, unlocking the opportunities of the cloud, virtualization and the changing mobile ecosystem. With an unbroken service delivery track record of more than 20 years, our unique combination of technology, people and expertise helps companies transform their networks and enable better experiences for their customers.
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.
Design, develop and manage end-to-end support process, based on customer specifics and requirements from other support and business user groups involved in the process.
Upsell CR/Support services.
Manage and deliver change requests and bug fixes.
Manage production and non-production environments, including capacity planning, disaster recovery, deployment, monitoring, maintenance, management of user access.
Manage supported solution source code and configuration.
Ensure support process compliance with requirements to security of sensitive data.
Design, develop and manage procedures to restrict exposure of such data in course of day-to-day support activities.
Consult internal and customer in-house development team on specifics of existing solution, and review project plans and design of future changes to existing solution to address supportability concerns.
Plan account budget and resources; keep project within the allocated budget; find resources to execute on time and on budget without compromising quality.
Manage support team resources.
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.
Experience and Requirements:
Oracle WebLogic Application Server and Oracle DBMS;
Knowledge of SW development/implementation methodology including Jira, ServiceNow, VersionOne, Bugzilla;
Team collaboration software: Confluence, SharePoint; version control systems: SVN, Git; Test Automation Tools: SoapUI, Robot Framework, pywinauto; software, telecommunications, and/or call center background.
Travel required to client sites located in New York (5%).
Requires a Bachelor's degree or foreign equivalent in Computer Science, Telecommunications or a related field, and at least three (3) years of experience as Technical Support Manager or related occupation.