Gerente Tecnico De Soporte

Role & Responsibilities: Design, development and management of the end-to-end support parece le process, based on customer specific and requirements from the other support and business user groups involved in the process;
Working on critical and high severity incidents and problems: provide timely and sufficient technical expertise, status updates and reports;
CR/Support services upsell;
E2E change requests management and delivery;
Development of the Resource plan and control the resource usage within the support project;
Planning account budget and resources; keep project within the allocated budget; finding the resources to execute on time and on budget and quality project;
Internal and external communications management, carrying out of regular meetings / phone calls / conferences / presentations;
Participation in the support and maintenance sales cycles (meetings with customer management and support representatives, development of presentations, working on the requests for proposal, evaluation of the resources and costs for support services etc..);
Working with senior and top management on the support and maintenance related questions;
Service Contract and request for proposal (RFP/RFI) review and validation;
Line management of Support analysts team up of 5-10 people
Experience & Requirements
Experience in Customer Support department minimum for 2 years.
At least 2 years of work experience with WebLogic Application and Oracle DB.
Good spoken and written English
Good communication skills
Strong responsibility;
Team leadership;
Willingness and ability to travel
Knowledge of SW development/implementation methodology
Knowledge in OSS/BSS solutions
Ability to read Java code and query Oracle DB
Education:
Higher Technical education in Computer Science or related field
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