Operational Technical Support Manager
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Skills Required:
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Experience leading and developing technical support teams in a TS service environment
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Previous experience in Technical Support area
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Able to juggle priorities to meet deadlines without cutting corners
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Follow up on and take responsibility for unresolved issues or escalations
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Experience of driving change initiatives in a service environment
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Experienced and conversant in Service Level Agreements and Operational Schedules
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Able to identify Business Development opportunities
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Technical understanding of TCP, IP MPLS solutions,
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Able to develop effective relationships internally at a variety of levels and work closely with commercial departments such as sales and product management
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Effective interpersonal and communication skills
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Experience improving and developing the knowledge & skills of others
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Able to work on own initiative to develop the team
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Excited by the Internet and emerging technologies
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NRS1, NRS2, 3PR, SRA qualifications as advantage
Technical:
-Working knowledge of the following Nokia would be desired, but not necessary):
ION IP product family
-Working knowledge of IP theory/operation desired, but not necessary
-Working knowledge of IP standard, routing protocols, OSI model, etc.)
-Working knowledge of layer 2 data communication protocols (Ethernet, MPLS, VLANs, etc.).
-Ability to effectively work with Windows applications, such as outlook, Microsoft word, excel, etc.
- Bachelors degree in a technical discipline, or equivalent experience.
Desired Qualifications: (Education, Technical Skills/Knowledge):
-Experience working in IP Routing TAC and/or customer facing environment.
