Support Escalation Manager

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Angajator: Luxoft Romania
Domeniu:
  • Telecomunicatii
  • Tip job: full-time
    Nivel job: 1 - 5 ani experienta
    Orase:
  • BUCURESTI
  • Actualizat la: 13.12.2021
    Remote work: On-site
    Scurta descriere a companiei

    About Luxoft
    Luxoft, a DXC Technology Company (NYSE: DXC), is a digital strategy and software engineering firm providing bespoke technology solutions that drive business change for customers the world over. Acquired by U.S. company DXC Technology in 2019, Luxoft is a global operation in 44 cities and 23 countries with an international, agile workforce of nearly 18,000 people. It combines a unique blend of engineering excellence and deep industry expertise, helping over 425 global clients innovate in the areas of automotive, financial services, travel and hospitality, healthcare, life sciences, media and telecommunications. DXC Technology is a leading Fortune 500 IT services company which helps global companies run their mission critical systems. Together, DXC and Luxoft offer a differentiated customer-value proposition for digital transformation by combining Luxoft’s front-end digital capabilities with DXC’s expertise in IT modernization and integration. Follow our profile for regular updates and insights into technology and business needs.
    ​​​​​​​Luxoft Romania has been established since 2001. We currently have approximately 2500 employees working from different locations in the country.

    Cerinte

    Mandatory Skills Description:

    - At least 4 years of relevant experience
    - Technical Project management skills
    - x86 server architecture knowledge
    - Excellent communications skills both verbal and written
    - Customer-facing experience
    - Multi-tasking skills; ability to run multiple projects at the same time

    Nice-to-Have Skills:

    - Networking
    - Linux
    - Virtualization

    Responsabilitati

    The EM is typically engaged to drive resolution for situations involving complex, technical issues where coordination amongst different cross-functional teams (internal and external) is required.
    The position will be focused on problem determination and problem resolution with the server memory subsystem.

    Responsibilities:

    - Teams with different business units to ensure technical issues are clearly defined, understood, documented, and escalated
    - Identifies the correct resources needed to drive resolution of a problem and operates as the focal point to facilitate meetings with the required resolution team members to drive a structured and cohesive resolution plan.
    - Manages the execution of the technical Action Plan with the customer
    - Teams with the internal business units for internal/external status communications and meeting requirements
    - Provide heads up alerts and regular updates to internal upline/executive management for high visibility situations
    - Teams with Product Engineering & Development to prepare any technical presentations for the customer
    - Approves & fulfils parts and machine replacements requests
    - Drives special projects to improve customer experience/satisfaction and continually looks for ways to innovate to improve efficiency and execution
    - Completes a closed loop/lesson template when closing each case with a focus on identifying actionable items to drive improvements on

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