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.
The role of Director, IT Managed Services Operations will focus on securing and delivering professional services for the Netcracker customer base. Along with being involved in pre-sales activities to ensure that service commitments are attainable.
This role is required to be based out of our office in Cincinnati, OH.
Responsible for operational excellence of the managed services assuring a reliable, responsive and secure operations
Develop a deep understanding of existing customers services, ensuring robust SLA’s are in place and that the relevant operational and technical teams understand and are skilled to achieve these
Coordinate and help prioritize projects and enhancements to assure a sound overall architecture and uninterrupted operations.
Implement processes for monitoring/alerting, systems maintenance, capacity management, change control, communication, network, and security services, production and test environments and others solutions as deemed necessary
Build process for rapid problem detection and resolution, including escalation policies.
Provide leadership and guidance to project & delivery teams during the pre-sales, design and implementation process
Set clear objectives, tracks progress and instill a high performance culture with an emphasis on team work, service excellence and ownership for resolving customer issues
Lead cross-functional, multi-cultural, geographically dispersed teams
Establish departmental and personal objectives for the team members and provide measurable results against the established objectives
Drive the creation of software, tools, and methodology to ensure ongoing efficiency enhancements for the delivery of Netcracker Managed Services operation
Interact with Engineering and Product Management departments in an effective manner, providing input for ongoing product enhancements
Set up and define processes, procedures, SLAs, touch points, accountability boundaries for Managed Services in a manner that will allow replica MS implementations with other MSO’s and providers
Define resources, support levels and tools required both for customer as well as Netcracker
Proactively work to improve process and operation by streamlining operation and reducing cost of operation over time
10 years’ experience working in a similar role for a large software company / vendor.
Experience within the OSS/BSS Telecom industry is highly preferred.
Minimum 5 years of experience in all of the following:
Launching or managing software solutions support / operations / managed services of large scale
Senior management (VP level and up) presentation skills and negotiations
Understanding of the networking, storage and Linux technologies
Detailed experience with Oracle Database technology
Solid experience with high-availability, data protection and replication technologies
In-depth knowledge of IT Infrastructure support/operations/managed services across all tiers, techniques, methods, processes, and practices
Contracts, SOWs, and other commercial agreements
Major System Integrator understanding
Detailed experience with project management methodologies and associated tools
Knowledge of the software development life-cycle
Very strong project management skills
Relevant Telecom OSS/BSS applications understanding at a high level. (preferred)
Excellent oral presentation and written communications skills
Outstanding time management skills
Ability to travel
Bachelor’s degree required (BS in Engineering, Computer Science or equivalent relevant experience). Masters Degree is preferred.
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