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شرکت بنیان نوآوری و توسعه کارآفرینی کران پرداز(بنتک) از جمله شرکت های دانش بنیان در حوزه فناوری اطلاعات و ارتباطات بوده و با استفاده از توان تخصصی حدود 120 نفر از کارشناسان فعال در زمینه نرم افزار و مخابرات ، به عنوان تولید کننده تخصصی ایرانی در حوزه های تلکام ، فین تک ، مدیا، محتوا، هوشمندسازی و تحلیل داده مشغول به فعالیت است.

Technical Support and Services Manager

Tehran
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Responsibility

Responsibilities

  • Manage and triage incidents and service requests assigned to team queues  
  • Possess or quickly gain detailed knowledge of the work done by the application development teams
  • Develop and mentor the team to transition from a L1/L2 to a L2/L3 support skill level 
  • Verify that all requirements, incident details, sample data, and other supporting information are provided with each incident or service request submitted 
  • Assign tickets to team members based upon current workload, subject matter, complexity, expected delivery date, and resource availability
  • Help to manage overall prioritizations between production incidents/problems and releases
  • Track progress of assigned tickets with a focus on meeting delivery deadlines and SLA’s  
  • Track and report on metrics for tickets assigned to and handled by the Application Support team 
  • Provide data and reporting of KPI’s and trends to Management in ad-hoc, weekly, monthly and as needed
  • Manage the day-to-day activities of the applications support team, providing them guidance and direction as necessary  
  • Serve as a point of escalation for customer incidents; ensuring the appropriate resources are engaged for timely action and proper traction
  • Manage on-site support services as required
  • Manage the online FAQ and support article knowledgebase
  • Manage the process of communicating new software updates and releases to customers
  • Determine root cause of issues and communicate appropriately to internal and external customers   
  • Manage Operating Systems, software support for enterprise business applications   
  • Manage UAT and Production changes made in accordance with lifecycle methodology and risk guidelines   
  • Direct and manage the delivery of application, systems, and application security   
  • the onboarding and offboarding of all new versions across products   
  • Develops Service and Business Level Agreements to set expectations and measure performance.   
  • Advise management on situations that may require additional client support or escalation.   
  • Follow up with customers to identify areas of improvement   
  • Manage vendor relationships with key partners, and service providers internal and external  

Requirements

Requirements

  • Bachelor’s degree in Computer, IT or Telecom Engineering
  • 5+ years of demonstrated experience as Technical Support and Services Manager  
  • Ability to communicate at all levels (both technical and non-technical) with clarity and precision both written and verbally
  • Knowledge of Mobile networks and their different generations
  • Professional certifications such as Linux, Cisco, or DBs (Oracle, My-SQL, No-SQL, …) will be preferred  
  • In-depth knowledge of MS office application software, including data handling and reporting
  • Proficiency in English language
  • Strong interpersonal skills 
  • Strong leadership skills
  • Excellent time management and problem-solving skills.   
  • Proven ability to quickly earn the trust of key stakeholders; mobilize and motivate teams; set direction and approach; resolve conflict; deliver tough messages with diplomacy; execute with limited information and ambiguity 

Fundamental understanding of software development methodologies, values, and process