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.
Operational excellence of the managed services assuring reliable, responsive, and secure operations; developing a deep understanding of existing customer services, ensuring robust SLAs are in place, and that the relevant operational and technical teams have the skills to achieve them
Coordinating and assisting prioritization of projects and enhancements to assure a sound overall architecture and uninterrupted operations;
Implementing processes for monitoring/alerting, systems maintenance, capacity management, change control, applications processing, communication, network and security services, production and test environments, and other solutions as deemed necessary
Building processes for rapid problem detection and resolution, including escalation policies
Providing leadership and guidance to project and delivery teams during pre-sales, design and implementation process
Setting clear objectives, tracking progress, and instilling a high-performance culture with an emphasis on team work, service excellence, and ownership for resolving customer issues
Leading cross-functional, multi-cultural geographically dispersed teams
Establishing departmental and personal objectives for team members and providing measurable results against the established objectives
Driving the creation of software, tools, and methodology to ensure ongoing efficiency enhancements for the delivery of NetCracker Telecom Operations and Management Solutions (TOMS) Suite operation
Interacting with Engineering and Product Management departments in an effective manner, providing input for ongoing product enhancements
Setting up and defining processes, procedures, SLAs, touch points, accountability boundaries for TOMS Suite in a manner that will allow replica Managed Services implementations with other Management Services Organizations and providers
Defining resources, support levels, and tools required both for customer as well as NetCracker
Proactively working to improve process and operation by streamlining operation and reducing cost of operation over time.
Bachelor's degree in Computer Science or other STEM (Science, Technology, Engineering, or Math) discipline
5 years of experience involving Operations Support System (OSS)/Business Support System (BSS) customer support.
Requires 5 years of experience in each of the following:
Launching or managing large scale Operations Support System (OSS)/Business Support System (BSS) support/operations/managed services
Ability to present to and negotiate with senior management; understanding of software implementation applications and expertise in applying technology to meet customer needs
IT networking or telecommunications experience
High-level understanding of relevant telecom BSS/OSS applications
Experience with contracts, SOWs, and other commercial agreements
Understanding of Major System Integrator
Detailed experience with project management methodologies and associated tools
Knowledge of the software development lifecycle
In-depth knowledge of OSS/BSS support/operations/managed services across all tiers, techniques, methods, processes, and practices
Ability to construct/maintain a departmental budget and manage projects accordingly
Excellent oral presentation and written communication skills.
Must be able to travel up to 25% of the time both domestically and internationally.
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