Job Description

: To be responsible for managing a team delivering SLAs and milestone based deliverables on target for either operations, development (where applicable) and/or support of the CSG software assets and product solutions. Provides 2nd an

: To be responsible for managing a team delivering SLAs and milestone based deliverables on target for either operations, development (where applicable) and/or support of the CSG software assets and product solutions. Provides 2nd and 3rd level managerial and technical (when required) support of CSG products to customers as a point of escalation. Accountable and Responsible for customer escalations, reporting and satisfaction when referring to S&M and customer satisfaction. May implement additional customer services to generate additional revenue. Must show excellent management skills and provide strong technical support and leadership to the team. Must have technical background of a TSA, Senior. Good knowledge of a specific component of CSG's business. Ability to handle multiple tasks simultaneously. Supervise team of 2 or more, develop and lead the team to meet their objectives and customers' SLAs Lead the team in daily activities efficiently Responsible for effective work processes within the team, delegates responsibilities and tasks to subordinate staff, prioritizes work efficiently, and delivers on commitments Act as Mentor, motivate team and actively participate in team dynamics Major Incident Management, Problem resolution and escalations Ensures compliance with SLAs and OLAs Proactively monitoring overall work-stream/incident progress/status at regular intervals Establish a strong working relationship with customers and other CSG competency-based functions (Professional Services, Research and Development, etc.) Technically lead team in solution of critical or complex issues. Occassional travel to customer sites required Manage, develop, monitor and prioritize team schedules Manage special events (Seasonal events, Vacations, Sickness, etc) and work loads Improve operational processes and practices Proactively monitor and deliver on team KPIs Drives process improvement efforts to meet SLAs and expected levels of service to internal and external stakeholders Lives and demonstrates CSG Values. Peer review on analysis and communication Drives knowledge sharing and internal team upskilling to support service improvement initiatives Demonstration of CSG Values. Additional Responsibilities same as TSA Sr and may also include Monitor team work load and ensure 100% productivity and utilization in the team Reporting on KPIs and team progress Identify skill gaps in the team and define enablement path for each of the members Assist the service management layer as and when requested Gathers information for cost models, creates preliminary technical resource allocation plans, and provides technical input and consultation. Consults with customers on application and system sizing, performance requirements, application installation and deployment working in conjunction with platform engineering Key Outputs & Accountabilities Acts as Mentor to provide leadership and guidance to team Ensure all support procedures are followed by team Contribute to support policies and procedures Contribute and manage escalation procedures Provide regular reports to the Regional Manager/Director Report status to customers and respond as first level escalation Works towards agreed objectives to adhere to internal and external stakeholder requirements Report on team statistics and KPIs to senior staff Ensures that the team works according to best practices and maintains relevance of procedures with industry standards Creation, maintenance, validation and publication of Remedy Knowledge Management articles Assist the Service Management Organization with tracking and maintaining support and maintenance margins Desired Skills & Experience Driven, a go getter with a can do attitude who leads by example Able to quickly grasp new ideas and concepts and convey to others Able to drive issues to resolution with no supervision Able to work under pressure Principles of SDLC and PMLC Advanced knowledge of Telecommunication environment and customer services procedures Works well within a team environment Able to communicate effectively to convey and clarify information Excellent written and verbal communication skills in English Able to communicate in English (Advanced) and one additional language is preferred Solid understanding of client requirements and product implementation Experience in Incident/Problem/Change/Knowledge Management Experience in Telecommunication industry is preferred Advanced knowledge of Microsoft Office Deep understanding of complex software system architecture and operations 7-9 years of work experience in software industry or related fields 2-3 years of work experience in a leadership role managing a team of 2 or more people Degree or Diploma in Information Technology Computer Science, Engineering ITIL accreditation preferred Customer facing skills to perform on-site support for customers who have purchased the services Subject matter expert in an area of operational support, billing system and other technical areas e.g. Oracle database, RedHat Linux or Unix OS, Windows Server, etc Always seeks creative solutions for complex internal and external challenges on product and service dlivery AWS and knowledge of cloud technologies will be an advantage Knowledge of BI and data warehousing Qualified as a TSA Sr Drives innovation and has a finger on the pulse of the industry Champions Service Improvement and works towards ensuring the customer's experience exceeds expectations