Specific Roles and Responsibilities

   Incidents

  Accept and investigate technical support issues as reported by the customer.

  Coordinate investigation, development, testing and deployment of other resources within the company to resolve.

  Ultimately responsible for resolution of all incidents opened by the customer

  Available on call 24/7 via cell phone/pager/RIM for issue escalation

  Communicate with customer on issues, releases and deployments to ensure customer satisfaction with  response and support.

  Deliver incident status reports to the customer as required

  Manage customer support environment for technical support purposes.

  Proactively work with the customer to identify potential issues, improvements and potential sales opportunities with the customer.

   Deployments

  Coordinate release planning with Engineering/Sales/QA/customer.

  Participate in integration testing activity once Engineering releases a customer solution.

  Coordinate testing with third parties (vendors) as required.

  Accept QA certified release for deployment to the customer.

  Coordinate deployment of new releases to the customer, including the release management process, staffing, planning and execution.

  Manage customer relationship after deployment, to include technical support (for both production and UAT) and software optimization activities.

  Hold ongoing contacts with operational personnel to identify opportunities for new sales, new products – become trusted advisor to the customer’s operational personnel.

      TRAVEL:

   Requires travel as necessary

      QUALIFICATIONS :

   Strong command of the English language and good communication skills.

   A highly polished customer oriented individual who can function across several layers of customer staff.

   Capable of learning configuration of database driven applications.

   Solid understanding of the domain (HSD or Voice or both) as it applies to the specific customer implementation.

   Must have the ability to understand and articulate the problem or technical issue within  and subsequently any proposed remedies back to the customer.

   Must be viewed by the customer and within  as a leader, be proactive and highly organized.

   Self-starter able to work at a customer site for extended periods of time.

      EDUCATION:

   University degree in Computer Science or Engineering or equivalent

      EXPERIENCE:

   3+ years support/development/deployment, configuration or integration experience with SQL scripting, Java scripting, Unix scripting, C++ (asset) in a Unix-Solaris environment.

   OSS provisioning, Web Logic, OSS Domain, IP Networking experience is an asset

   Strong understanding of Java and J2EE technology

   Strong working knowledge of Oracle SQL plus, PL/SQL and stored Procedures.

   Knowledgeable about the specifics of customer implementation at a detailed functional level.

      WRITTEN/VERBAL SKILLS:

   Excellent written and verbal communication skills in English with a strong emphasis on customer relationship skills