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Are you someone who enjoys working with next generation technology, interacting with best in class global teams, and working with the largest digital transformations in the world? This opportunity will combine them all while offering a competitive salary and accelerated career growth opportunities.
Join Netcracker Technology 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, analytics, virtualization and 5G mobile networks. With an unbroken service delivery track record of more than 25 years, our unique combination of technology, people and expertise helps companies transform their networks and enable better experiences for their customers.
As the Shift manager, you will oversee the production process, coordinating all production activities and operations. You will monitor the production processes and adjust schedules as needed. Monitor productivity rates and product standards and implement quality control programs.
Role & Responsibilities:
Own all activities around Production environment in the scope of post-production support service;
Provide a single point of contact and be the first escalation point for customer IT and business teams;
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
Manage team members within one or several locations - between 10 and 20 depending on the location
Build shift plans
Track progress on assigned tasks
Ensure proper handover between teams
Suggest process optimizations and support their implementation
Ensures team deliverables are according to committed SLA
Manage L2 = to focus team on right items and priorities
Keep communication with customer proactively.
Able to produce executive reports
Experience & Requirements:
2+ years progressive experience in the technical/client/application support fields, requiring solid technical skills
Strong people management skills
Distributed teams lead will be considered as an advantage