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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.
Own all activities around Production environment in scope of post-production support service;
Be a key expert in the support area, provide guidance and help to other team members as required;
Be the main contact point for internal (within company’s organization) and external (customer IT and business teams) escalations;
Build good relationship with customer;
Make sure all customer requests are promptly handled and resolved for continuous, courteous and professional support coverage;
Act as a customer advocate across all departments within Netcracker;
Principal Duties and Responsibilities:
Lead a team of multi-role specialists providing wide range of support services for the clients;
Constantly measure performance of the team members, proactively improve and expand the team as required by the company’s business needs;
Work with senior and top management (as well as key stakeholders) on support and maintenance related tasks;
Fulfil hiring targets to secure service delivery for the clients;
Design, develop and manage end-to-end solution management process based on customer specifics and requirements from other support and business teams involved in the process;
Manage critical and high severity incidents and problems: identify root causes and provide appropriate solutions with sufficient technical expertise; provide timely status updates and reports to higher management level;
Plan and manage application support team: allocate resources, distribute tasks within the team, control the results;
Own end-to-end relationship with the client for any Production Application service (CRM, Billing, Order Management, Service Assurance, etc.) for residential and business customers;
Be one of the key team leads of the telecom business transformation programs, providing wide range of services, such as Application Support, Hosted or Remote Managed Services, or specialized services;
Plan budget and resources for the post production support phase; keep project within the allocated budget; find resources to execute on time and on budget without compromising quality;
Upsell software changes and professional services for the existing customers;
Participate in support and maintenance sales cycle for the prospect customers: meet with customer management and support representatives, work on presentations and requests for proposal (RFP/RFI), evaluate resources and costs for support services, draft and review service contracts, etc.;
Share support service best practices and provide consultancy service within software support area;
Keep responsibility for the team education and skill set improvement;
Experience and Requirements:
4+ years progressive experience in the technical/client/application support fields, requiring solid technical skills
Knowledge in OSS/BSS solutions, experience in business transformations program
Ownership, excellent communication skills and interpersonal skills
Ability to assume a leadership role; owning the job; team player; constant focus 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
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.