Senior Service Delivery Manager

Netcracker Technology; Milano; In loco; EUR 50.000 - 70.000; Tempo pieno

Descrizione del lavoro

A forward-looking software company based in Italy is seeking a technical support expert to manage post-production support services. The ideal candidate will possess strong communication and troubleshooting skills, have a background in BSS solutions, and be able to multitask effectively. This role offers the opportunity to work within a collaborative environment and contribute to significant digital transformations across various industries.

Mansioni

• Own all activities around the Production environment in the scope of post-production support service.
• Provide guidance and help to other team members as required.
• Be the main contact point for internal and external escalations.
• Maintain a good relationship with the customer.
• Ensure customer requests are promptly handled and resolved.

Conoscenze

Technical support expertise

Excellent communication skills

Problem-solving skills

Leadership ability

Agile methodology knowledge

Knowledge of BSS solutions

Formazione

Bachelor's degree in related field

Strumenti

NFV

SDN

Cassandra

Kafka

REST API

Microservices

Machine Learning

Descrizione del lavoro

If digital transformation, next-generation technology, and growth opportunities excite you, then join our Netcracker Technology team! Our culture and collaborative work environment are the keys to our success. Here you will work with the best in class global teams, earn a competitive salary and contribute to the largest digital transformations around the world.

What’s in it for you?

At Netcracker, we are all entrepreneurs. This means we get creative when thinking of technical solutions, we explore possibilities and innovations and get excited about new technology. We take complete ownership of our roles and aren’t micromanaged or left feeling like just another number. The results we achieve are highly visible to our leadership team and we are recognized for our work and promoted accordingly.

What is the scope of this role?

• Own all activities around the Production environment in the scope of post‑production support service;
• Be a key expert in the support area, provide guidance and help to other team members as required;
• Be the main contact point for internal (within the company’s organisation) and external (customer IT and business teams) escalations;
• Build a good relationship with the customer;
• Make sure all customer requests are promptly handled and resolved for continuous, courteous and professional support coverage;
• Act as a customer advocate across all departments within Netcracker;

Experience and Requirements

• Progressive experience in the technical/client/application support fields, requiring solid technical skills in the BSS domain.
• Ownership, excellent communication skills and interpersonal skills
• Ability to assume a leadership role; owning the job; team player; constant focus on results
• Strong troubleshooting and problem‑solving skills; quick learner
• Consistently sound level of judgment and professional conduct
• Ability to multitask, work under pressure, and meet challenging deadlines
• Knowledge of SW development/implementation methodology (Agile, Waterfall)
• Willingness and ability to travel
• Knowledge in BSS solutions, experience in business transformation programs
• Enterprise software, telecommunications or call centre background
• Knowledge/experience in the following concepts and technologies: NFV, SDN, Cassandra, Ignite, Kafka, REST API, Microservices, Machine Learning

Education

• Bachelor’s degree in related field

Who is Netcracker Technology?

We are a forward‑looking software company, offering mission‑critical solutions to service providers around the globe. Our comprehensive portfolio of software solutions and professional services enables large‑scale digital transformations, unlocking the opportunities of the cloud, analytics, virtualization, and 5G mobile networks. With an unbroken service delivery track record of more than 25 years, our unique combination of technology, people and expertise helps companies transform their networks and enable better experiences for their customers.

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