Offers

ICS Delivery Manager - support 2nd lvl (English + French)

Job description:
- To ensure activity
- To monitor periodic operation (entrance meeting, SLA, preventive maintenance, ...)
- To manage regular maintenance committee to review Support and Maintenance activities
- To make sure customer requests are not out of contract scope
- To manage internal and external communication during crisis time
- To ensure profitability
- Follow-up revenue billing, manage cost and push up sell (licenses, service level) when adequate
- To manage third party contracts (expiration date, scope, SLA achievements, ...), communication and performance if any
- To ensure support level 1st
- Collect the Customers Support Requests (CSR), record them, validate and update (using phone assistance) the necessary information and, if necessary, update Incident Severity
- Provide initial analysis and investigation of incidents relate to the implementation of the product, referring to technical documentation and knowledge database within a limited defined time-frame
- Provide an action plan to solve the problem with a temporary work around or a complete solution developed within Coesys or Licensee’s support organization
- Undertake an escalation procedure if no solution has been found at this stage
- To ensure support level 2nd
- As a follow-up of Support Level 1, establish in-depth analysis and incidents investigation related to the implementation of the Coesys Solution
- Suggest the appropriate procedure to solve the problem
- Provide written detailed status and recommendations
- If necessary, undertake a change request procedure to implement a modification in the next patch or release

Requirements:
- University graduate, ideally in IT, Computing or Network is preferred
- Fluent English (communication with clients and internal)
- Advanced French (communication with clients) is a big advantage
- At least 5 years work experience in the support and maintenance domain or solution integration
- Experienced in Windows systems
- Good knowledge of SW Development Life Cycle / Custom Development Life Cycle
- Good technical background and understanding of the technical fundamentals.
- Excellent customer care and communication skills, the ability to be a good listener, and to really understand a customer problem or question and help them solve it.
- Good synthesis and analytical mind and problem solving skills
- Detailed oriented, able to cope with and manage multiple tasks
- Open-minded, friendly and a team player, ability to work under pressure
- Autonomous, organized, curious, rigorous, precise and pragmatic
- Able and willing to learn
- Mobility for monthly short-term travelling (up to 1 week/month)

Advantage:
- Good knowledge of database (Windows API, Oracle, SQL, ODBC/JDBC,…)
- Knowledge of Oracle / Tomcat / JBoss
- Experience with PKI, Cryptography (Symmetric and asymmetric, PKI, protocols, …)
- Knowledge of Smartcard, Personalization, Personalization Equipment (Datacard, Mulbauer, …), Card personalization, Biometric technology (mainly fingerprint)
- Knowledge of Smart Card Readers and smart card communication frameworks (mainly PC/SC)

We offer:
- Opportunity to work in a large international company
- Possibility to work in friendly environment and to grow professionally within worldwide
- Working with latest and continually evolving technologies
- Opportunity to travel in Europe and worldwide, work on international projects
- Good opportunities for training and professional growth
- Good financial evaluation (negotiable, depending on experience)
- Attractive benefit programme

In case of interest, please don´t hesitate contact Blanka Potáčková via e-mail: blanka_potackova@drill.cz