Client Service Manager

Brief Job Description
As well as leading and managing a small team of customer support engineers, you will directly support our most critical customers. You will be experienced in building high-performance support teams. You will a background in both infrastructure and in OSS and NMS applications. You will be known for your superb people and analytical skills, high levels of initiative, capability to learn quickly, and for your flexibility. You need to be able to travel overseas for short periods of time.
Detailed Job Outline

Your role includes:
• Building a world-class support organisation
• Handling support escalations.
• Monitoring performance against our SLAs and take remedial action where required
• Mentoring Customer Support Engineers in providing exceptional support
• Providing feedback to development to improve the sustainability of our product

You must have:
• At least 2 years experience in staff development, hiring, motivating, and in performance management
• At least 10 years in the IT industry, with 6 years experience in a customer facing support role.
• At least 3 years working with NMS and OSS software products
• At least 2 years experience in a UNIX environment, preferably with Solaris
• At least 2 years experience supporting an Oracle Database environment
• Advanced knowledge of MS Windows NT/2000/XP and MS
• A Computer Science Degree or similar.

Desirable Skills:
• Proven experience in building a support team from scratch
• Experience working with or in the telecommunications industry.
• Oracle Application Server experience
• Database design knowledge
• TCP/IP
• Network security
• Experience with Oracle Forms and Reports (client-server)