On-going Support Manager

Responsibilities:

To lead and take full responsibility and management of the on site OGS team
Establishing and maintaining Amdocs’ services to ensure prompt response to customer issues in accordance to SLA
Point of escalation of issues and defects for the production system
Point of contact between the on site team and customer and the offsite development centre for issue escalation and resolution
Escalation of issues to higher authority for urgent issue resolution
Ensuring and managing 24x7 support for severity 1 issues
Reviewing delivery from development centres to ensure it meets minimum quality standards
Authorization and management of production releases and emergency defect fixes
Responsible for preparation, delivery and maintenance of support documentation to the customer
Maintaining a close working relationship with both the offsite development centres and the customer
Participate, assess and give input to user change requests
Proactively manage and suggest areas of improvement for the production system in terms of usability, DB, system or hardware perspective
Monitor and manage the Amdocs software licensing, including 3rd party software
Identify new business opportunities and possible process improvements, with regards to components within his/her area
Client business understanding and ability to link between client’s needs and Amdocs solution, with regards to components within his/her area
Participate in the requirement definition sessions with the client
High level of service awareness
Serve as consultant to client regarding technical or other solutions to business issues in his area of responsibility
Requirements:
Essential:

Knowledge and experience in CRM and Billing systems is mandatory
Previous experience in production/operations support with CRM and Billing in the telecommunications industry
Experience in large IT projects or environment
Excellent people management and customer service skills
Autonomy
24/7 availability may be needed

Desirable:

OLC (on-line charging) & RPL (replenishment) knowledge is highly desirable
Amdocs Billing and CRM production experience is highly desirable

Education:

University Degree in IT or equivalent

Language(s):
Fluent written and spoken English
For more information, visit our website at www.amdocs.com