Customer Service Manager

Mavenir is building the future of networks and pioneering advanced technology, focusing on the vision of a single, software-based automated network that runs on any cloud. As the industry's only end-to-end, cloud-native network software provider, Mavenir is transforming the way the world connects, accelerating software network transformation for 250+ Communications Service Providers in over 120 countries, which serve more than 50% of the world’s subscribers

Role Summary:

We are actively seeking a talented and experienced technical manager to oversee a wide variety of customer engagements in their network-live state. You will have the chance to network with clients, vendors, and in-house personnel as well as form a dream team of experts for each project to maximize resources and efficiency. We know how valuable your problem-solving and leadership skills are to our company’s success, and we offer an exceptional salary and benefits package commensurate with the responsibilities of the position. If you are ready to steer high-level projects to success, we are excited to have you on our team

Mavenir must deliver its engagements to meet the requirements of its operating model, improving customer satisfaction, customer delivery in a fiscally positive mode. The technical manager has full ownership & accountability for the technical management of the customer’s network, deliverables, and customer communication – the three pillars of the customer engagement model.

Responsibilities:

• In depth/Expert Knowledge of Mavenir’s IMS portfolio of products
• Ability to document technical issues in English or local customer language
• Strong communication verbal and written skills in English to manage internal and customer leadership team
• Manage Mavenir’s solution in the customer network with holistic end to end oversight of the customers network strictly adhering to standards of operational support standard of the company
• Develop comprehensive execution plans that merge customer requirements with company goals and coordinate various managers and technical personnel during all support phases, from initial handover through maintenance life cycle.
• Monitor network stability and availability KPIs continuously and make detailed scheduled reports on measurable items for driving customer governance engagement
• Communicate proactively with all involved personnel to provide encouragement, identify problems, create solutions, and implement efficiency improvements.
• Support the bid process for the assigned customers, analyze economics of operational opportunities and provide actionable feedback relating to cost benefit and return-on-investment standards.
• Propose and implement modifications in networks, including meeting with customer and internal stakeholders to plan, approve and implement beneficial changes.
• Responsible for the customer’s change management activities to drive delivery of any corrective content, new functionality in an operationally safe model.
• Drive acquisition of resources and materials as needed before and during maintenance life cycle by talking with customers, team members, managers, and in-house technical leadership.
• Anticipate details of future projects by communicating directly with customers and staying informed of relevant trends and industry news
• Responsible for management of customer relationship and operations driven growth

Qualifications & Experience:

• A four-year degree (bachelor’s degree or the global equivalent) in Electronics or Telecommunications or equivalent and at least four years of in Network Maintenance, Operations and/or Technical Support
• Leadership skills
• Expert Technical Domain skills in IMS Core
• Persuasive, influential, passionate communication mastery
• Integration and technical support experience is a plus
• Self-motivated well-organized individual who can prioritize work and handle multiple tasks
• Ability to handle stressful situations and exhibit good decision-making skills
• Ability to interact with a variety of people and work well with others in a fast-paced environment
• Ability to work with little supervision and make good business decisions
• Ability to learn independently
• Business savvy

Desirable:

• Five years or more of telecommunications experience
• Three years or more of IMS / 4G / 5G experience

Skills & Competencies:

Customer Focus

• Adaptability
• Manage Execution
• Foster Open Communication
• Search to Learn Continuously

Skills

• Excellent experience working with UNIX (Solaris or Redhat Linux)
• Proven UNIX System Administration skills
• Good coding experience
• Experience of installing, upgrading and configuring computer hardware and software
• Knowledge of mobile networks
• Good understanding of software engineering principles
• Full understanding of the SIP & Diameter protocols
• Full understanding of the IMS architecture
• Full understanding of the NFV (RedHat or VMWare or Wind River)
• Understanding of all Mavenir IMS products
• Experience working with HP and Dell platforms

Accessibility

Mavenir is committed to working with and providing reasonable accommodation to individuals with physical and mental disabilities. If you require any assistance, please state in your application or contact your recruiter.

Mavenir is an Equal Employment Opportunity (EEO) employer and welcomes qualified applicants from around the world, regardless of their ethnicity, gender, religion, nationality, age, disability, or other legally protected status.