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CSG Systems International, Inc.

In today's dynamic and competitive marketplace, one thing is certain: change. As one of the world's leading providers of business support solutions, CSG International understands what it means to evolve, adapt and transform. Our goal is to help you generate revenue, maximize customer value, and manage your business more efficiently.CSG helps companies around the world succeed every day—and we continue to evolve our portfolio of market-leading solutions to meet ever-changing market demands.Com... Read More

Address      1000 Town Center Drive Suite 300 Oxnard, CA 93036
Website      www.csgi.com/
Holding      No Holding Details

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Production Support Manager

OB DESCRIPTION:  Production Support Manager – Professional Services

 

We are currently looking for a Support Team Lead to be based onsite at a Johannesburg customer.  This position will be responsible for leading the onsite support team of a telecom billing platform and interfacing into the development team. There is a major emphasis on applying structured processes to quality assurance, promoting the use of best practice, with responsibility for ensuring that the Support Level Requirement targets are met with agreed time lines.

 

The mission of the support team is to generate customer satisfaction by providing timely and effective solutions to support requests (mainly problem reports and questions) reported against the Singleview suite of products.

 

Consideration will only be given to previously disadvantaged candidates.

 

You will be responsible for:

    * Liaise closely and collaboratively with the customer and the development team to facilitate timely resolution.
    * Apply analytical skills to identify and solve complex problems.
    * Mentor and coach less experienced members of the team.
    * Become a subject matter expert of the product and of the customer’s business areas to which the product is implemented.
    * Coordinate the efforts of a group in order to achieve a complex goal.
    * Provide solutions, workarounds and advice to customers in response to support requests.
    * Share solutions with team mates to build on the collective knowledge of the team and increase responsiveness.
    * Keep Manager informed of progress and delays in resolution of support requests.
    * Work collaboratively with other support team members to ensure top priorities are being addressed and absences are covered.
    * Follow procedures and provide concise, accurate information at all times.
    * A willingness to at times be on-call outside of normal business hours is essential. On-call work is separately remunerated.
    * Meeting Service Level Agreements and timely communications to all stakeholders.

 

We are looking for:

    * 5 years’ experience within a Telco Billing Support or Development environment.
    * Experience in leading a team and ticket management systems
    * Knowledge of testing best practices and methodologies
    * At least 2 years experience with a Unix environment. Requires strong knowledge of Unix commands and concepts including environment variables, file permissions, login/out procedures, shell scripting.
    * Reasonable knowledge of SQL and at least one of C/C++/Java/Perl is preferred.
    * Good team work skills
    * Ability to communicate effectively with customers, developers and project managers
    * Willingness to travel on short notice
    * Excellent communications skills, both verbal and written
    * Outgoing, action-oriented, self-starter who enjoys a fast paced environment
    * Degree Qualified or relevant experience.
    *  Experience with Tuxedo is highly desirable.
    * Highly developed analytical problem solving skills to aid in swift problem diagnosis and resolution of obscure problems.
    * An aptitude for grasping problems and solutions in a business as well as a technical sense. The role requires technical knowledge but also an ability to understand the impact of the problem on the customer’s business.
    * Commitment to solving customers’ problems with a strong customer focus.
    * Attention to detail and quality.
    * Ability to work under pressure, with a sense of urgency.
    * Ability to work on a number of problems at the same time.

 

Qualifications
 

Five years experience in in a Billing and Telecoms environment. Three years Team Lead experience.

 

Languages – proficient in English, spoken, written and read.

 

Other Job Information

Vacancy type:

Full Time

Contact Mode:

not provided

Fax:

+1 303 200 3333

Contact Name:

not provided

Job Duration:

not provided

Phone:

+1 303 796 2850

Email:

not provided

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