CRM Support Manager

Job Purpose

To manage group of qualified technical resources as well as being responsible for on time technical application support and problem solving during all operational hours to ensure healthy environment of the supported systems and uninterrupted smooth business operations.

Job Description

• Manage the team members in terms of coaching, motivation, performance evaluation and training, ensuring efficient utilization of the resources capacity, in order to meet the department's plans and reach the desired outcome.
• Work on recruiting high caliber team members and ensure continuity plan for the team.
• Ensure all CRM Platforms area strategies are aligned with IT management & business departments.
• Act as a domain knowledge expert in one or more of the telecom business units.
• Maintain and support the production applications 24*7 to ensure healthy system status.
• Solve, log, and report production problems in timely manner to ensure users and management updates with production problems.
• Handle and prioritize trouble tickets and requests of system users to ensure TTs are solved within their relevant SLAs.
• Manage all application administrative functions. Implement system updates as per the change management process to ensure proper implementation for fixes and new function deployment are timely and accurately deployed to production. Manage the team members in terms of coaching, motivation, performance evaluation and training, ensuring efficient utilization of the resources capacity, in order to meet the department's plans and reach the desired outcome.
• Work on recruiting high caliber team members and ensure continuity plan for the team. Ensure all CRM Platforms area strategies are aligned with IT management & business departments.
• Act as a domain knowledge expert in one or more of the telecom business units.
• Maintain and support the production applications 24*7 to ensure healthy system status.
• Solve, log, and report production problems in timely manner to ensure users and management updates with production problems.
• Handle and prioritize trouble tickets and requests of system users to ensure TTs are solved within their relevant SLAs. Manage all application administrative functions.
• Implement system updates as per the change management process to ensure proper implementation for fixes and new function deployment are timely and accurately deployed to production.
• Postproduction testing and successful implementation of the applied changes to ensure healthy change implementations.
• Develop workarounds and propose long term Solutions for production problems where applicable to ensure minimum impact on the business for known system problems.
• Follow up with Application Development and vendors on open issues in the production applications to ensure timely fix implementations. Manage applications users privileges & Access (Through Access Management process) to ensure systems security.
• Develop/implement health checks for production problems to ensure proper operation and on-time alerting.
• Provide consulting to system users to work out business complex scenarios to maximize user awareness and proper system usage.
• Analyze repetitive problems, try to find temporary solutions and escalate to the development team or vendor for permanent fix to minimize business impact for chronic problems.
• Bookkeeping for systems global outages.
• log users suggestions and complains.
• Well studying systems documentations.
• Directing users to official channels for reporting issues.
• Escalate production environment global issues to direct managers.
• Reachable and available during the on call.
• Ensure applications changes are followed by the Change Management Process.
• Full compliance with IT Security Policy.
• Assure of customer data and production information confidentiality.
• Performance reviews, identify development needs, and provide appropriate coaching, support and advice on training and career development.
• Leading and coaching a team of technical resources through different phases of project life cycle.
• Select, manage, motivate, coach and develop all team members.
• Establish and lead the culture of innovation within the team.
• Record statistical data about team members work accuracy per project.
• Discuss achievements, concerns, lessons learnt in periodic meetings with team.
• Forecast annual resource requirements to plan team expansion.
• Demonstrate company values and compliance with company policy.
• Customer Centricity: Creates a positive internal customer experience during internal customer journeys and touch points Innovation
• Continuously learn new trends in the market and propose new ideas, approaches and insights
• Operational Excellence: Takes responsibilityAccepts responsibility for outcomes of one's work; with focus on accurate high quality operations daily routine, processes and workflows. People Management
• Demonstration of team spirit and a proactive collaboration with cross functional projects.

Qualifications:

• University degree in Engineering, Computer Science or Information Technology
• Masters Leadership, program management, project management and software development cycle management. Master budget & vendor management.
• Excellent knowledge of Marketing, Customer Care and Sales applications.
• Excellent Knowledge of Siebel. Excellent knowledge of Telcom operators industry.
• Excellent interpersonal skills (Negotiation, communications, etc.)
• Ability to solve complex programming problems.
• Cross functional experience/exposure (Marketing, Sales, Customer Care, Finance, etc.)
• Experience with large size projects implementation.