Primary contact point for specific Managed Services customers, delivering proactive and reactive operations and service support.
Deliver optimal solutions by aligning resources, operating in a collaborative manner and using best practices consistent with assigned duties and responsibilities.
Technical lead, creates supportive and collaborative working relationships across teams. Supports and leverages the skills and knowledge of the team to deliver an optimal service to the customer.
Manage expectations and deliver excellence through demonstrated knowledge and regular and appropriate communication.
High capacity for assimilating and disseminating technical information.
Be the technical expert in the supported solution for the specific customers.
Build key professional relationships with stakeholders at customer, and within Openet. Those relationships are essential to performing the role to very high levels.
Evaluation of monitoring reports, trends and graphs and determining if actions need to be taken
Advanced troubleshooting and problem solving, and working with our Level 1 support team to identify issues.
Design and implementation of Workaround if appropriate.
Management of Problem to Resolution / Total Issue Ownership for Solution.
Escalation to 3rd level Support where required.
Support Infrastructure Management by supplying information, analysis, feedback etc.
Support ongoing work on solution performance and capacity management by supplying information, analysis, feedback etc.
Responsible for maintaining Response and Relief SLAs.
Responsible for working with Openet Infrastructure team to maintain 3rd Party management SLAs.
Liaison with Services Engineering, Product Engineering, and Global DBA teams to identify fixes and workaround for Client issues.
Provide regular updates to clients and wider Managed Services and Support teams on the status of any open issues and managing customer expectations in line with SLAs.
Communication and follow-up on technical Issues with other Engineering Groups and Subject Matter Expert
Active participant in efforts to implement, maintain, and improve database related monitoring tools and processes
Attendance at Weekly Progress Meetings and daily status updates.
Prepare FAQs on common issues in conjunction with the Support team.
Demonstrate project management expertise in line with assigned job requirements.
Familiarization with Openet Managed Services best practices.
EXPERIENCE, SKILLS AND KNOWLEDGE INDICATORS REQUIRED FOR THIS ROLE
6+ year’s Managed Services or Operations engineering experience.
Can demonstrate proactivity in regards to ensuring resolution of customer issues.
Demonstrated experience of managing a customer in a similar support or Managed Services scenario.
Experience troubleshooting complex telecommunications solutions.
Experience with Monitoring tools and their use in troubleshooting.
Telecommunications network and technology experience.
Switch, router, network device experience.
Knowledge of performance tuning, backup and recovery methods.
Excellent communication skills (verbal and written), both internally and towards customers.
Computer Science or Software Engineering related Degree is the minimum tertiary level qualification expected for this role. ITIL certification an advantage.