Job expirat
Partnering with our marketing, sales and delivery teams in Europe and the US, your responsibilities are to:
- Continue shaping and improving the organization and infrastructure that delivers these services (process definition, team structure, headcount & job profiles, link with the delivery organization, escalation procedures, environment setup, mail, phone setup, contractual material, etc)
- Define and recruit for the various roles in the support organization
- Ensure integrated operations & smooth hand off from our system integration business for the various support clients
- Manage the support operations on a day-to-day basis in Bucharest
- Ensure client satisfaction and serve as escalation point
- Motivate and coach the support staff to overachieve (take full ownership of client issues, deliver on-time, etc) and to grow in their roles & competence (soft skills, client facing skills and technical skills)
The ideal candidate has a proven track record in managing client facing support operations for services and / or IT products companies with customers in Europe and/or North America.
- Experience implementing complex solutions inside a systems integrator is a plus.
- The candidate has a disciplined, process-oriented view to operations, but can articulate the value of support and position it from a recruitment and delivery point of view.
- The candidate is fluent in English (German or French is a strong plus).
SKILLS:
1) Support & Operations experience
- 5+ years of experience in managing an application support and maintenance team and / or a software product support organization
- Solid understanding of support processes and best practices
- Understanding of standard application lifecycle frameworks such as ITIL
2) Technology and Business Understanding
- Knowledge in the areas of custom software development, or in supporting stacks consisting of technologies such as
- J2EE Platforms, Tools and Frameworks
- Open Source Frontend Tools and Frameworks (Struts, Spring, PHP, Symfony, AJAX, Python/Django, etc.)
- Web Services, middleware and messaging technologies (JMS, Mule, etc)
- Web Application Servers and associated products (Portal, Commerce, Workflow, content server)
- Acting as a Technical coach and sounding board for the support engineers would be a strong plus
- Knowledge of business internet & intranet application solutions such as enterprise content management, knowledge management & collaboration, e-commerce, customer relationship management
3) Management and Communications
- 3+ years of experience in delivering IT solutions in a globally distributed environment
- Managed software projects or support operations in a globally distributed manner (offshore / nearshore)
- Interact with and gain the trust of client direct counterparts and management team
- Excellent communicator (verbal and written communication)
- Attention to details & excellent organization skills
- Excellent leadership and human relationship skills (must be an energy catalyst and strong motivator)
- Has an overall knowledge of process flows and how they should work. Is able to measure, maintain and improve support delivery processes. Takes over process ownership. Trains staff in all relevant processes.
Travel Requirements:
Travel will be required primarily inside Europe, and potentially to US, meeting with the Optaros delivery teams and clients.
Professional environment with Global perspectives
Backed by a 9-year proven record, TechTeam Akela is a premier provider of Software Development Outsourcing services to a large client base in Western Europe and USA. A leader of quality in the industry, TechTeam Akela is the first company in Romania to have received a Staged CMMI-DEV level 3 certification. TechTeam Akela is a wholly owned subsidiary of TechTeam Global, Inc (Nasdaq: TEAM), a company with deployment centers in 19 countries, a team of 2600 specialists world-wide and over 600 projects implemented in various industries across the Globe.
To deliver inspired business solutions to its customers, TechTeam Akela strives to hire the best professionals available on the Romanian market, from experienced Software Engineers to extremely promising graduates who we grow into IT specialists. TechTeam Akela brings together top technical talent, positive thinking, strong resources and a professional, high tech approach to software development.
If you’re looking for a job where team work is essential, where projects evolve and follow the latest technological advancements along with your personal and professional development, TechTeam Akela is just the place.
Find more about us at www.akelasoftware.com or www.techteam.eu
TechTeam Akela is looking for a Support Manager for its own project, client: Optaros.
Optaros, an international consulting and systems integration firm, assembles fully supported, Next Generation Internet (NGI) solutions that deliver superior business performance. The unique Optaros Assembly Methodology (OptAM) leverages Open Source components, Open Standards, Service Oriented Architectures and a global collaborative delivery model to assemble solutions faster and more flexibly than traditional build, buy or rent options. Optaros serves over 70 clients including ABB, Biogen, CNN, Nespresso, Movielink, MerckSerono, Swisscom, Swiss Supreme Court, The New York Times, and many others.
Optaros is currently building a mature support offering to ensure that our clients are successful running the solutions that our systems integration business develops. To accomplish that, we’re looking for a Support Manager who drives the process of implementing our worldwide support organization for the support that we provide to our clients (both internal and external).
