Service Level Manager

London, Great Britain (United Kingdom)

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.

Position Summary:

  • Provide a single point of contact and be the first escalation point for customer IT and business teams for any SLA related topics;
  • Make sure all customer requests towards SLA are promptly handled and resolved for continuous, courteous and professional support coverage;
  • Act as a customer advocate across all departments within Netcracker to secure SLA fulfillment;
  • Build good relationship with customer;

Principal Duties and Responsibilities:

  • Manage service level and service quality provided to the customer;
  • Design, develop and manage end-to-end SLA management process, based on customer specifics and requirements from support and business user groups involved in the process;
  • Work with internal teams for the continuous improvement of the service level as required;
  • Work with team leads to plan and manage SLA, requesting resource allocation, setting up task priorities, control the results;
  • Keep responsibility for E2E relations with the client for the service levels 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 and reporting to customer on SLA;
  • Be one of the key team leads of the telecom business transformation programs, providing and supporting the 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 in regards to SLA prior to the start of application commercial usage;
  • 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 proactive SLA maintenance preventing the breach;

Experience and Requirements:

  • 2+ years progressive experience in the technical/client/application support fields, requiring solid technical skills
  • 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.
  • 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

Education:  

  • Bachelor’s degree in related field

 

We are NetCracker, and we are focused forward

For more information, please visit www.Netcracker.com.

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