Pracodawca zakończył zbieranie zgłoszeń na tę ofertę
Senior Network Operations Engineer
Head of Customer Support Engineer
Warszawa
Warszawa, Masovian- offer expired 3 months ago
- contract of mandate, B2B contract
- senior specialist (Senior), expert
- full office work, hybrid work
- Immediate employment
- запрошуємо працівників з України
- Робота для іноземцівбез польської
Your responsibilities
ABOUT THE ROLE
Head of Customer Support (NOC) is responsible to organise and lead technical support for customer. Manager is expected to ensure high customer satisfaction and manage regional team resources. Head is expected to scale functional strategy in line with overall GlobaHub business objectives and work closely with regional leadership of all functions to ensure world-class customer experience.
Location: Warsaw, Poland
Work mode: Office Work/Hybrid
• Supporting and leading a NOC team that is based in Ukraine, with an additional local PL candidate hired to make a total of four people working night shifts + one Quality Engineer working during the day (with backup available for the team with shifts) + Head of NOC (+backup of the team with shifts). Being prepared to cover shifts in case of colleagues being on vacation, sick leave, or other unforeseen circumstances.
• Managing 12-hour shifts and creating an agreed-upon schedule with the team, while also overseeing and assisting with responses and ticket closures for clients, vendors, and internal issues.
• Conducting platform health monitoring, ensuring the network elements are in good health, and overseeing the operational tasks of software, running applications, and databases.
• Tracking and optimising the quality of service delivery, and fulfilling SLAs while keeping everyone informed about planned and emergency work.
• Collaborating with other subdivisions including Commercial, Operations, Platform Engineers, and Systems Engineers.
• Working with the SMS platform, optimising the work of alarms, and using Zabbix to monitor and possibly add or remove other monitoring systems.
• Additionally, creating and maintaining reports on incidents and traffic from the platform, Keban, and Zabbix.
• Effective technical support delivery: Define, execute, and drive forward department and companies KPI and organise resources to meet regional teams’ targets, having in mind customer’s needs and GlobaHub business strategy and attain quarterly support package revenue targets.
• Ensure High Customer Satisfaction and Advocacy: Accountable for the highest quality standards in technical service and support with collaboration of regional leadership of all GlobaHub functions to ensure world-class customer experience and to nurture relationships with key stakeholders from customer and partner side (executive level)
• Increase the Value of GlobaHub Service for Customers: Influence monetization of support packages in existing customer base and new revenue opportunity creation through customer support generated leads. Cooperate with Revenue, Customer Success and Professional Services organizational
units to promote user adoption and effective use of GlobaHub solutions, and
support renewal efforts
• Lead and manage high-performing Technical Support team: Hire, train
and manage team of new and experienced resources to fulfill business objectives with high productivity, engagement, and retention within
team. Ensure growth and development opportunities for all team members
and handle day-to-day team management tasks (vacation scheduling, expense reports, time entry, etc.)
Additional functions (will be a plus):
• Assisting in the management, configuration, and monitoring of the Data Center.
• Providing support to a DevOps engineer in the setup, deployment, and optimisation of Cloud AWS resources (in case if we decide to be in Cloud).
• Creating optimisation scripts using Python to improve the efficiency of operations.
Our requirements
• Bachelor or master’s degree in computer science or technology;
• 3+ years of experience in technical support with strong product domain knowledge with minimum 1+ years of experience in leadership Experience with SAAS background in enterprise-level.
• A proven focus on results and execution, with motivation to manage multiple projects simultaneously and drive projects and your team members to results.
• Ability to work effectively with a cross-functional and geographically dispersed team and customer base.
• A data driven approach, clear on KPI’s, and strong understanding
of customer journey.
• Leading by example: You strive your team to be focused, result-oriented,
forward thinking and always testing new opportunities.
• Build on a culture: of ownership, passion and successfully crossing the finish
line as a team
• The ability to attract and develop talent, create a culture of collaboration and
teamwork that fosters open communication and organizational flexibility
• Outstanding communication and negotiation skills towards your clients,
partners, and colleagues and a great command of English.
Will be a plus:
•Assisting in the management, configuration, and monitoring of the Data Center, while also providing support to a DevOps engineer in the setup, deployment, and optimisation of Cloud AWS resources.
• Creating optimization scripts using Python to improve the efficiency of operations.
What we offer
• Competitive compensation;
• Flexible schedule, hybrid work from our offices;
• Paid vacation according to respective country of employment;
• Paid sick days;
• Health insurance;
• Work equipment;
• Work in ambitious and talented team;
• Personal development and professional growth opportunities;
• Professional accounting and legal support;
• Team-buildings and corporate activities.
Benefits
private medical care
sharing the costs of professional training & courses
flexible working time
no dress code
coffee / tea
About Us
ABOUT GLOBAHUB
GlobaHub AG is a global messaging company with extensive industry experience and knowledge across all Messaging services (A2P, P2P, P2A), Managed Services, traffic monetization and testing solutions. We offer a wide range of services for both mobile operators and enterprises. GlobaHub AG is connected to over 900 mobile networks and international SMS hubs with internationally recognized certifications.
OUR MISSION AND VALUES
GlobaHub delivers such messages to the end-user by being already connected to a huge number of MNOs. All the sending enterprise/app needs is connectivity to GlobaHub AG. GlobaHub acts as a “hub” for all SMS sent to any end-users connected to the MNOs that GlobaHub is connected to. Here, in particular, speed, security and reliability are critical. With integrity, quality, and commitment being our core values, we pride ourselves on our world- class innovative solutions, as well as outstanding customer service, and impeccable compliance and security.