Service Manager

Easydo is an independent European company, spinoff of a Top player in IT&C services in Romania.
The team is managed by Senior partners and senior experts. We are building the next generation of applications including API, Data Governance, AI, machine learning, IoT, AR, VR.
We help companies in curve of digital adoption and automation, delivering connected services and solutions that allows to improve business and environment.
Our business practices focus on:
- Software Factory & Innovative Business Solutions
- Cybersecurity solutions and services
- Interoperability Solutions: Interoperability Solutions: API Management, Integration Solutions B2Bi, Managed File Transfer ( Partner solutions: Axway, APIGEE, WSO2).
Our fundamental values are respect, fairness, ethics, openness and teamwork.

KeyPaas is an IoT Platform that enables fast and scalable connection of things to the Internet with multiple protocols, encryptions and payloads.

ITIL Foundation certification
Bachelor or masters degree
Acting as the Single Point of Contact and escalation point for external contacts
Strong planning and organizational skills
Excellent verbal and written communication skills
Experience of working with support management systems
Able to build productive relationships and communicate regularly with many customers
Committed to meeting objectives, results driven
Russian fluent

Prepare the required periodical overviews/KPIs (few examples below):
o Total managed issues
o Issues out of SLA
o Number of escalations
o Customer Satisfaction rate for your allocated region
o Act as Problem Manager and work closely with Problem Analyst

Make sure the customers from your region use properly our Customer Portal
Will be responsible for daily scan emails, incidents, conversation from your region and take pro-active measures
Bring the time to solve tickets at a lower rate and minimize the number of incoming tickets
Always keep focus on the SLA
Must attend to all priority calls and participate to escalations from your region
Must be actively involved in transfers of his region. He is accountable for taking the transfer decision
Act as back-up for other colleagues
Keep a closer communication with the customers from his region have frequent contact, attend to operational calls, also if there are no escalations, organize meetings, pro-active communication, etc.
Always know the status of his allocated customers
Report escalations or important situations to his manager and if needed to further escalate
Be aware of all the change requests deployed at his customers (have a close relation with Project Manager and Account Manager)