One Month ago

Hiring Technical Support and Services Manager

پیگیری قطعی

  • Job position details
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Type of cooperation
Grade
Master's Degree ، Doctorate
Gender
No Difference

Job Description / Tasks

Responsibilities



  • Manage and triage incidents and service requests assigned to team queues  

  • Possess or quickly gain detailed knowledge of the work done by the application development teams

  • Develop and mentor the team to transition from a L1/L2 to a L2/L3 support skill level 

  • Verify that all requirements, incident details, sample data, and other supporting information are provided with each incident or service request submitted 

  • Assign tickets to team members based upon current workload, subject matter, complexity, expected delivery date, and resource availability

  • Help to manage overall prioritizations between production incidents/problems and releases

  • Track progress of assigned tickets with a focus on meeting delivery deadlines and SLA’s  

  • Track and report on metrics for tickets assigned to and handled by the Application Support team 

  • Provide data and reporting of KPI’s and trends to Management in ad-hoc, weekly, monthly and as needed

  • Manage the day-to-day activities of the applications support team, providing them guidance and direction as necessary  

  • Serve as a point of escalation for customer incidents; ensuring the appropriate resources are engaged for timely action and proper traction

  • Manage on-site support services as required

  • Manage the online FAQ and support article knowledgebase

  • Manage the process of communicating new software updates and releases to customers

  • Determine root cause of issues and communicate appropriately to internal and external customers   

  • Manage Operating Systems, software support for enterprise business applications   

  • Manage UAT and Production changes made in accordance with lifecycle methodology and risk guidelines   

  • Direct and manage the delivery of application, systems, and application security   

  • the onboarding and offboarding of all new versions across products   

  • Develops Service and Business Level Agreements to set expectations and measure performance.   

  • Advise management on situations that may require additional client support or escalation.   

  • Follow up with customers to identify areas of improvement   

  • Manage vendor relationships with key partners, and service providers internal and external  

Requirements / Skills

Requirements



  • Bachelor’s degree in Computer, IT or Telecom Engineering

  • 5+ years of demonstrated experience as Technical Support and Services Manager  

  • Ability to communicate at all levels (both technical and non-technical) with clarity and precision both written and verbally

  • Knowledge of Mobile networks and their different generations

  • Professional certifications such as Linux, Cisco, or DBs (Oracle, My-SQL, No-SQL, …) will be preferred  

  • In-depth knowledge of MS office application software, including data handling and reporting

  • Proficiency in English language

  • Strong interpersonal skills 

  • Strong leadership skills

  • Excellent time management and problem-solving skills.   

  • Proven ability to quickly earn the trust of key stakeholders; mobilize and motivate teams; set direction and approach; resolve conflict; deliver tough messages with diplomacy; execute with limited information and ambiguity 


Fundamental understanding of software development methodologies, values, and process  

Introduction هلدینگ فناوری بنتک

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  • شرکت بنیان نوآوری و توسعه کارآفرینی کران پرداز(بنتک) از جمله شرکت های دانش بنیان در حوزه فناوری اطلاعات و ارتباطات بوده و با استفاده از توان تخصصی حدود ۱۲۰ نفر از کارشناسان فعال در زمینه نرم افزار و مخابرات ، به عنوان تولید کننده تخصصی ایرانی در حوزه های تلکام ، فین تک ، مدیا، محتوا، هوشمندسازی و تحلیل داده مشغول به فعالیت است.

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