Technical Support Manager (Customer Support) Responsibilities: - Design, develop and manage end-to-end support process, based on customer specifics and requirements from other support and business user groups involved in the process -Work on critical and high severity incidents and problems: identify root causes and provide appropriate solutions to critical customer issues with sufficient technical expertise; provide timely status updates and reports - Upsell CR/Support services - Manage and deliver change requests - Plan account budget and resources; keep the project within the allocated budget; find resources to execute on time and on budget without compromising quality - Manage internal and external communications, carry out regular meetings, phone calls, conferences, presentations - Participate in support and maintenance sales cycle (meetings with customer management and support representatives, development of presentations, work on requests for proposal (RFP/RFI), evaluate resources and costs for support services, draft and review service contracts, etc.) - Work with senior and top management on support and maintenance related questions

Responsibilities: - Identify, analyze and troubleshoot technical incidents and provide cost-effective solutions; - Working with the RemedyForce incident tracking systems; - Provide timely and effective customer technical support for NetCracker's products; - Manage and monitor the customer issue internal lifecycle within NetCracker organization; - Prepare customer support-related documentation, including how-to documents and step-by-step instructions; - Take part in the analysis of project documentation; - Review and assess customer issues and change requests and stream them according to customer priorities; - SQL scripts and report development.

Responsibilities: - Identify, analyze and troubleshoot technical incidents and provide cost-effective solutions; - Provide timely and effective customer technical support for NetCracker's products; - Manage and monitor the customer issue internal lifecycle within NetCracker organization; - Prepare customer support-related documentation, including how-to documents and step-by-step instructions; - Take part in analysis of project documentation; - Review and assess customer issues and change requests and stream them according to customer priorities; - Work with professional services, product management, quality assurance, and development teams to develop and improve product offering and troubleshoot software problem; - SQL scripts and report development.

Responsibilities: - Identify, analyze and troubleshoot technical incidents and provide cost-effective solutions; - Provide timely and effective customer technical support for NetCracker's products; - Manage and monitor the customer issue internal lifecycle within NetCracker organization; - Prepare customer support-related documentation, including how-to documents and step-by-step instructions; - Take part in the analysis of project documentation; - Review and assess customer issues and change requests and stream them according to customer priorities; - Work with professional services, product management, quality assurance, and development teams to develop and improve product offering and troubleshoot software problem; - SQL scripts and report development.

Responsibilities: * 2nd tier support (Service Line - Application Technology Services) for customers in Belgium and the European Union; * 24x7 support and troubleshooting for Unix, Applications and Databases in international team based in Brussels, Belgium and in Voronezh, Russia; * Analysis of the system's performance (CPU and memory usage, storage); * Monitoring of operating system's errors; * Writing scripts for reporting.

Computer-aided design and information systems faculty, Specialist degree (Master) in Analysis and synthesis of information systems and technologies

Faculty of professional development, Lecturer in information systems and technologies

Computer-aided design and information systems faculty, Specialist degree (Bachelor) in Information Systems and Technology