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Regional Service Manager (Customer Assurance)

Netcracker Technology Corp. (an NEC company), a large software development company and leading provider of OSS/BSS Solutions (incl. Telecommunications Operations and Management Solutions), has an opening for:

Regional Support Manager (Customer Assurance)

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;
• Fulfill hiring targets within the region;
• 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;
• Work on 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;

Requirements:

• Higher technical education

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

Skills:

• 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

Optional:

• 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.

We offer:

• Improve the skill set and knowledge within the new and prospect technologies (Cloud vs. On-premise, etc.);
• Opportunities for career development
• Professional growth in the international business environment
• Technical and soft skills trainings;
• Opportunities for business trips to work with leading telecom providers around the globe;
• Medical insurance for employees and medical insurance discounts for family members;
• Friendly multi-cultural and multi-language atmosphere (foreign language maintenance and enhancement);
• Sports activities and corporate events;
• Salary will be discussed individually with the successful candidate;