Telecom Vacancy: Customer Relations Manager Back Office Engineer :: Europe

Location: Europe 
Start Date: ASAP 
End Date: 3-6 months (extendable)


Must be eligible to work in Europe


Responsibilities: 
• To maintain all CRM systems with optimum performance, reliability and availability 
• To transfer new CRM systems and upgrades into the production environment with the minimum of downtime and issues 
• To provide out of hours on call support and work for priority system problems and planned maintenance 
• To innovate system and service improvements for all CRM systems and processes 
• Provide 3rd line ‘expert’ support for the suite of mission critical CRM and Retail business applications 
• Manage the transition of application enhancements and capacity upgrades into the production environment 
• Be available for on-call, out of hours support 
• Manage the transition of applications and systems to an off shore, Front Office team ensuring they have all the appropriate tools and documentation 
• Track tickets, Work Orders and escalations via an industry standard call-tracking system 
• Provide troubleshooting information and escalate to vendor support teams where critical Trouble Tickets where resolution cannot be achieved within the SLA 
• Be aware of forthcoming platform and software enhancements and plan for their impact to the Operations team 
• Install and manage Service Delivery testing environments & perform Operational Acceptance 
• Assist with the mentoring of new people into the team 
• Provide ad-hoc reports as required to investigate and troubleshoot operational issues


Requirements:
• Strong platform experience (UNIX, Wintel) & IP Networks 
• Experience of supporting and tuning Java apps on Weblogic, Resin, JBOSS or Weblogic Portal 
• Oracle Database skills (efficient SQL, PL/SQL) 
• Unix scripting or Perl skills 
• Knowledge of Apache 
• Ability to work and communicate effectively at management and technical levels 
• Must be analytical, methodical, flexible, professional and have an organised approach to work
• A team player who thrives in a pressurised environment with a can-do attitude, willing to transfer and share knowledge 
• Continual demonstration of personal skills relating to good time management and organisation ability coupled with an outgoing and sociable personality 
• Desire to investigate solutions to problems and follow through to satisfactory conclusion 
• Minimum of 5 years relevant industry experience


Please email your CV to hmartins@firstpointgroup.com