The regional support lead is the immediate focal point for all customer's inquiries. The idea is to build a long term relationship with customer's personnel, and by this give the customer the peace of mind that they are treated at all times and have someone dedicated to their needs.

Academic Criteria: B.E. / MCA / B.Tech (Telecommunications)

To manage the customer support activities with the customers.

- Experience Range (In years): 9+ years

- More than 5 years experience in managing customer support services to external customers as a vendor - Mandatory

- Vast experience in managing a technical team with a diverse array of talents and responsibilities - Mandatory

- Experience working with international teams and customers - Mandatory

- Engineering degree, or similar - Mandatory

- Familiarity with telecommunication networks and environments - Advantage

- Functions and responsibilities

- Responsible for leading the support services in front of the customers.

- Coordinate between TEOCO teams and customer's personnel on all the activities that are done as part of the support services.

- Build long term relationship with customer's personnel.

- Track new deliveries/upgrades that impact the customer support service

- Understand and follow customer's priorities.

- Triage of tickets and requests that come from the customers.

- Manage and lead tickets/activities resolution according to priorities.

- Lead weekly meetings internally and with the customers

- Periodic reporting on tickets status and on-going activities.

- Promote the region customers handling and attention in the support org.

- Planning, execution, budget monitoring and control, stakeholder coordination, and improvement activities during the support & maintenance life cycle.

- Ability to identify customer operational needs, find, define and provide value solutions for them.

- Direct interaction with the customers to understand and respond to their needs in order to achieve successful operation and customer's satisfaction.

- Coordination and orchestration of the different groups involved: Research and development, quality assurance, integration, devops, professional services, marketing, among others; following best practices.

Desirable :

- Strong Technical knowledge of OSS and/or Network Performance / Fault Management systems.

- Good Knowledge of - 3G/4G/5G.

- Experience on IP domain, NFV and SDN.

- Good knowledge of ORACLE database and SQL.

- Have a good knowledge of Windows O/S, UNIX or HP-UNIX and MS Office software

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