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Director, Customer Support Managed Services (380221)

Placement Services USA, Inc.
Waltham, MA
Not provided
February 19, 2021

Posted By Premium Recruiter


Direct customer support activities for managed services, assuring reliable, responsive, and secure operations. Review existing customer services, ensuring SLA adherence, and team capabilities to continually achieve target service levels. Coordinate and prioritize projects, to ensure sound architecture and uninterrupted operations. Implement processes for alerts, system maintenance, change control, applications processing, communications, network and security services. Develop escalation policies, and processes for issue resolution. Direct project and delivery teams during presales, design and implementation process. Collaborate with Engineering and Product Management teams, providing input for ongoing product enhancements, process and SLA definition, and accountability scope in a set, reproducible manner. Streamline operations for efficiency, and cost reduction. Participate in support and managed services sales activities, drive effort estimation, RFP response, contracts drafting, review and approval.

Travel to NetCracker and unanticipated client locations approximately 5%, as required.

Bachelor’s degree (or foreign equivalent) in Computer Science or other STEM (Science, Technology, Engineering, or Math) discipline, PLUS five (5) years of experience in a position that includes OSS/BSS customer support. Experience must include: OSS/BSS support, operations and managed services; ability to present to, and negotiate with senior management; software implementation applications, and applying technology to meet customer needs; IT networking or telecommunications; telecom BSS/OSS applications; contracts, SOWs, and other commercial agreements; Major System Integrator; project management methodologies and tools; software development lifecycle; OSS/BSS support, operations, and managed services across all tiers, methods, and practices, and; departmental budgets and project management.

Travel to NetCracker and unanticipated client locations approximately 5%, as required.

Please copy and paste your resume in the email body do not send attachments, we cannot open them and email them at candidates at with reference #380221 in the subject line.

Thank you.