SUPPORT MANAGER

ROLE

As Support and Implementation Manager you will be responsible for managing a team of technical support engineers and will need to ensure a high level of performance for all customer services. Issue resolution is a key aspect of the role and has to be achieved efficiently and promptly to manage delivery on strict service level agreements.

This position involves working cross functionally with several technical teams including development, product management and QA, to ensure that software and system issues are resolved efficiently and effectively in order to deliver a telco grade service and support to customers.

ADDITIONAL RESPONSIBILITIES

– Manage and develop the existing technical support organisation
– Hiring, management, and professional development of support engineering staff
– Ensure a timely and professional response for Customers from initial incident notification
through to fault resolution, working within customer SLAs’.
– Troubleshoot technical issues, acting as a point of contact for escalation of internal support
issues and manage these through to effective resolution.
– Monitor the status of relevant open faults and ongoing special investigations.
– Work with technical support team to implement formal feedback mechanisms for incidents,
causes, and resolutions
– Provide regular reports for management measuring the effectiveness of the technical support
function.
– Provide regular reports for customers regarding reported support issues, and attending on-site
customer support update meetings.
– Approve and renew Service Level Agreements for customers
– Manage Vendor relationships including SLA management and monitoring.
– Co-ordinate Customer deployments, upgrades, patching,
– Managing customer technical demonstrations.
– Manage customer documentation
– Administer and maintain support tools
– Resource management within the team
– Customer relationship management.
– People management including participating in the appraisal process, identifying skills
requirements and being the first point of contact for team member issues.
– Provide the team with the tools, environment and training required to complete tasks on time
and to the best of their abilities.
– Provide on-the-job training / assistance for all team members, with special emphasis on new
recruits.
– Design, develop, and implement processes, systems, and technology to support and enhance
the technical support function, including workflow, incident management, and customer
management.

REQUIREMENTS

* A background in the development and management of support groups, international customer
and 24×7 support operations.
* 5 years of experience in the software industry with a minimum of 2 years in technical support
management, including people management
* 3 years experience as a technical support engineer, including front-line contact with customers
via phone and e-mail.
* Effective troubleshooting skills, natural leader who actively identifies and solves problem
* Knowledge of Mobile Telecoms network both GSM and UMTS
* Technical Skills in the following a plus:
* Unix/Linux system
* DBA – Oracle/MySQL
* Experience in System Testing
* TCP/IP, Routing, HTTP
* Understanding of Mobile Data systems