Job Summary

The primary goal of this role is to ensure stability within a customer’s network by managing the full spectrum of the Customer Support/Managed Services delivery. This involves full ownership of the technical scope definition of the contract and all the aspects of technical and commercial activities required to fulfil it. This is essential for Optiva as customer satisfaction is largely dependent on the success of the Support/Managed Services teams in maintaining service availability.

Responsibilities and Duties:

Manage internal and external support stakeholders.
Owner of the technical customer contract annexes.
Reporting to customers and internal stakeholders.
Accountable for SLA fulfilment, quality of delivered maintenance services, referenceability of customer.
3rd party management (e.g. HW vendors, cloud vendors, OEM vendors and other SW suppliers).
Change Management including Operational/Service Readiness and handover from delivery project.
Maintenance of the Operational Manual with the customer and end to end support concept.
Handling Customer escalations.
Upsell of additional Managed Services & Support services.
Preventive maintenance.
Continuous improvement initiatives especially supporting FinOps in cloud environments.
Customer relationship management.
Presales involvement (including cost estimates, pricing support, Support/MS annex creation).

Eligibility criteria:

8+ years of experience in a telco technical management role - preferably in Support/Managed Services.

Technical Skills required:

Proficient in ITIL. Preferably certification in ITIL.
Expertise with in the following areas is a big plus:
- Telecommunications organisations & technical architecture / protocol standards (Diameter/SS7/Sigtran/VoLTE/SIP)
- Cloud technologies such a RedHat Openshift, VMWare Tanzu, GCP/GKE, Azure/AKS.
- Good understanding of Linux, Oracle, Windows, SQL Server, Java.
- Proficient in Atlassian Jira or comparable service management tools
Software Support Practices:You need to be well versed in current software support practices and tools including: troubleshooting, virtual environments, issue tracking, log investigation, build testing, and ticket management.
Experience in managing the commercial aspects of a support/managed services contract - including success in renewals, upselling and cross-selling.

Soft Skills required:

As this role will be responsible for accounts throughout the Americas, the candidate must have excellent written and verbal communication skills in English and Spanish. .
As a Service Account Manager, you will need to manage your time and prioritise effectively while working multiple issues for multiple customers.
Problem solving and troubleshooting skills.

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