Posted on: July 9, 2019

SLA Manager

London, Great Britain (United Kingdom)
Netcracker Netcracker Careers logo

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.

Apply for this job

Please submit a detailed CV and fill out all the fields in the form.

Netcracker Technology – Candidate Privacy Notice  

  1. What is the purpose of this document?

Netcracker Technology (“Netcracker” or “we” or “us”) is responsible for deciding how the personal information that you provide as part of your application for a job with Netcracker, is used. We are made up of various group companies. This notice provides you with key information about how the Netcracker company you are applying to will use your Data.

 

  1. Definitions to help you understand this Privacy Notice

 

Defined Term

Meaning

Data

Any Personal Data, and where relevant, any Special Categories of Personal Data.

Personal Data

Any information about Employees, who can either be directly identified from the data or indirectly identified if that information was connected with other information.

Processing

Any handling of an Employee’s Personal Data including (but not limited to) the collection, storage, organising, use and destruction of that data. 

Special Categories of Personal Data

Personal Data revealing racial or ethnic origin, political opinions, religious or philosophical beliefs, trade-union membership; genetic data or biometric data; and data concerning health or sex life and sexual orientation.

 

  1. The kind of information we hold about you

In connection with your application, we will collect and store Data that is contained in;

  • your CV;
  • your covering letter;
  • your on-line application through Greenhouse; and
  • any information you provide to us during an interview.

We may also collect, store and use the following Special Categories of Data, including

  • information about your race, ethnicity, religious beliefs, sexual orientation or political opinions; and
  • information about your health, including any medical condition, health and sickness records.
  1. How is your Data collected?

We may collect Data directly from you but also from any appointed background check provider or credit reference agency, your named referees and certain publically accessible Data sources (for example from LinkedIn).

  1. How do we use your Data?

We will use the Data we collect about you to:

  • assess your skills, qualifications, and suitability for the applicable role;
  • carry out background and reference checks, where applicable;
  • communicate with you about the recruitment process; and
  • keep records related to our hiring processes.

We have a legitimate interest in Processing your Data to make sound, fair and justifiable recruitment decisions, to benefit the Netcracker business.

  1. How do we use Special Categories of Personal Data?

We will use your Special Categories of Personal Data in the following ways:

  • We will use information about your disability status to consider whether we need to provide appropriate adjustments during the recruitment process; and
  • We will use information about your race or national or ethnic origin, religious, philosophical or moral beliefs, or your sexual life or sexual orientation, to ensure meaningful equal opportunity monitoring and reporting.

The above Processing is being conducted for the purposes of carrying out obligations and exercising rights in the field of employment law.

  1. What happens if you don’t provide any relevant Data?

If you fail to provide any Data when requested (following the initial Data you are submitting on this site), we will not be able to evaluate your application and therefore process your application further.

  1. Automated decision-making

You will not be subject to decisions that will have a significant impact on you based solely on automated decision-making.

  1. Why might we share your Data?

Your Data may be shared with the following third parties for the purposes of processing your application:

  • Other companies within the Netcracker group of companies, which are based in the United States. If you are applying to us from the EU, the internal transfer of Data to the United States of America will be subject to appropriate additional safeguards, such as the privacy shield, or the EU Standard Contractual Clauses.
  • Greenhouse Software, Inc, a cloud based services provider located in the United States of America and engaged to help Netcracker manage the recruitment and hiring process. The transfer will be subject to appropriate additional safeguards under the privacy shield.
  • Certain third-party organisations that Netcracker will engage to help evaluate your application, who are located both inside and outside of the EEA.
  1. For how long will we use your Data?

If your application is unsuccessful, unless we have a legitimate reason for retaining the Data for longer, we will retain only limited aspects of your Data for a period of two years after we have communicated our decision to you. We may also retain your application so we can consider you for future roles, if this is acceptable to you. After these periods, we will securely destroy your Data.

If your application is successful, we may retain any relevant Data that you have provided as part of the application process in the Greenhouse applicant tracking system and/or your personnel file. The remaining information shall be securely destroyed.

  1. What rights do you have in connection with your Data?

Under certain circumstances, by law you have the right to:

  • Request access to your Data (commonly known as a "data subject access request"). This enables you to receive a copy of the Data we hold about you and to check that we are lawfully Processing it.
  • Request correction of the Data that we hold about you. This enables you to have any incomplete or inaccurate information we hold about you corrected.
  • Request erasure of your Data. This enables you to ask us to delete or remove Data where there is no good reason for us continuing to Process it. You also have the right to ask us to delete or remove your Data where you have exercised your right to object to processing (see below).
  • Object to Processing of your Data where we are relying on a legitimate interest (or those of a third party) and there is something about your particular situation which makes you want to object to processing on this ground. You also have the right to object where we are processing your Data for direct marketing purposes.
  • Request the restriction of Processing of your Data. This enables you to ask us to suspend the processing of Data about you, for example if you want us to establish its accuracy or the reason for processing it.
  • Request the transfer of your Data to another party. 

If you have any questions about this privacy notice, please contact Leanne Day, Netcracker HR (leanne.day@netcracker.com). You have the right to make a complaint in relation to how your data is used at any time to the supervisory authority in the country you are resident in, where you work, or where the alleged infringement of your data rights took place.

By registering your information, you confirm that you agree to the processing of your personal data by Netcracker as described in the Privacy Notice.

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