Regional Support Manager
Kansys - Olathe, KS

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ROLE TITLE: Regional Support Manager REPORTING TO: Director of Global Support LOCATION: Kansas City ROLE SUMMARY: The role of Regio0nal Support Manager (RSM) is a role within the company and is on a par with our Technical Program Manager Category. The basic description is that of Program Manager for all Production Issues. As client has grown the need for providing more and more specialized care for our key clients and the ability to successfully project manage their issues in production is key to maintaining our long standing track record of excellent customer service. The Regional Support Manager fulfills this role for a single client or multiple clients depending upon volume of cases generated.

PRINCIPAL RESPONSIBILITIES: • To act as senior Liaison between our company and our clients for all Production systems • To become expert in the customers organization, staffing, methods, processes, and procedures • To leverage this knowledge to drive solutions successfully to resolution whether the issue is with an internal application or related systems – OS, Database, SAN, Hardware, Upstream " Downstream Systems • To act as the senior Liaison between the Client and Openet internal groups – Client Services, Professional Services, Product Engineering, DBA Group, etc. • To advocate for and drive the customers ’ needs within the other company groups • For ‘All Hands ’ Severity One issues to marshall and direct a cross-functional, cross-hierarchical ad-hoc team for the duration of the ‘all-hands ’ period To manage all communications during this time with the client To manage the rota of company staff 24 hours a day and ensure clean handover between teams is completed • To ensure Root Cause Analysis (RCA) reports are provided for all major issues and the regular Status Reporting to the client and internal stakeholders is maintained PERSONAL ATTRIBUTES • A highly technical background and up to date awareness / interest in technology • A proven track record in Project Management, specifically Crisis Management • An ability to absorb a high degree of pressure, to work unsocial hours from time to time and to maintain grace under fire. • A driven spirit and high energy • An empathetic ear merged with an objective honesty • Courage and strength of character balanced with an ability to accommodate other views. • An ability to hold the line when right and to accept and co-operate when wrong.

ENTRY LEVEL REQUIREMENTS: KNOWLEDGE • Project Management Concepts • Telecommunications Networks and Operational Support Systems • Microsoft Office Tools SKILLS • Detailed Technical Documentation creation • Project Planning and Tracking • Presentation preparation and delivery QUALIFICATIONS: • Technical Third Level Qualification or related experience