Uniphore - Manager - High Touch IT Operations

The High Touch Operations Manager will work with designated mission-critical customers, such as service providers and financial services companies, ensuring they receive premium-level service.

As the liaison between the customer and Uniphore technical support, you will provide operational support on post-deployment reactive technical support incidents to help resolve the customer incident as quickly as possible. You will act as a point of escalation for the customer, keeping them updated throughout the life of their incident and performing operational analysis of their incident after resolution. You will keep track of everyone and everything that touches the service process, driving improvements and ensuring excellence at every phase. With significant exposure both internally and externally, you will have the opportunity to make a difference in this stimulating role.

The ideal candidate possesses superior project management and communications skills and demonstrates the ability to diplomatically influence and effectively manage key relationships and challenging situations under pressure.

Do you have a Service Excellence Attitude to ensure customer success? Are you able to collaborate across Uniphore and work with our customers to achieve your goals? Do you have the passion and demonstrated ability to learn and work in a multicultural team environment to be successful in this position? Are you a leader? If so, keep reading.

Minimum Role Requirements:

- Requires a BS/BA degree or equivalent plus 7+ years related customer support experience, project management experience or business experience.

- ITIL Service Transition and Continual Service Improvement (desirable)

Strong in:

- Analytical and troubleshooting skills

- Critical thinking and decision-making skills

- Project management skills.

- Influencing and negotiation skills

- Presentation, written and verbal communication skills

- Technical gap analysis skills and customer sat and customer service gap analysis skills-ability to apply knowledge and formulate customer recommendations

- Proven crisis management skills

- Ability to work as a team member in a cross-functional matrix environment

- Knowledge of contact center environment

- Proficient with MS Office applications (Excel, PowerPoint, Word, and Outlook)

- Experience with Pivot tables and macros a plus.

Role Specific Responsibilities:

- Resolution Leader / Incident management

- Operational Assessment

- Service Request reporting and monitoring

- Data trending and analysis / Quarterly Business Reviews

Delivery Expectations:

- Customer Obsessed. Desire to help customer

- Drive an Exceptional Customer Experience.do what's right for the customer and for Uniphore

- Growth Mindset

- Drive towards business-based outcomes

- Desire to be a leader

- Display high Availability. Responsiveness. Flexibility

- Act as customer's strategic support consultant and advocate.

- Lead continual improvement strategies to optimize customer's perceptions of service and support.

Skill set :

Must Have :

- Linux - Intermediate

- SQL Intermediate/Basics

- Databases - MySQL, Postgres etc

- Any Ticketing tools - Jira, BMC remedy, Service now

Good to Have :

- Docker - intermediate

- Rest/Webservices

- Client tools - Tableau / Visual studio / Power BI

- Messaging services - Kafka, IBM Mqs

- AWS/Azure/GCP - Hands on knowledge

- Orecx

- Anisble

- Kubernetes