Technical Service Manager

Syniverse is the world’s most connected company. Whether we’re developing the technology that enables intelligent cars to safely react to traffic changes or freeing travelers to explore by keeping their devices online wherever they go, we believe in leading the world forward.  Which is why we work with some of the world’s most recognized brands. Eight of the top 10 banks. Four of the top 5 global technology companies. Over 900 communications providers. And how we’re able to provide our incredible talent with an innovative culture and great benefits.

Who We're Looking For

The Technical Service Manager provides post-implementation technical solutions to the client's business problems and gain in depth knowledge of the client’s technical environment to help prevent issues. The TSM serves as a communication link between the client (External) and the support teams (Level 1 / 2) as they are the liaison between a client's business problem and a production support team's technical solution to the problem. This position requires a medium to high level of experience and skill across several key disciplines, such as: client applications, Web based applications, mainframe application systems, telecommunications and customer service.
This position will assist in managing both the customer and Syniverse technical deliverables during the product implementation process to insure that high quality product solutions are delivered to our customers in a timely manner. The person will need to:

A. Demonstrates good judgment in selecting methods and techniques for obtaining solutions that are both efficient, cost effective and are alignment with both Syniverse’s and the customer’s business objectives.
B. Use skills as a seasoned, experienced professional with a full understanding of industry practices and company policies and procedures; resolves a wide range of issues in imaginative as well as practical ways.
C. Maintain excellent communication with upper management both within and across the organization. Participate in customer visits to gain understanding of customer’s environment and use of our products and services.
D. Use this knowledge to recommend service enhancements thus improving customer satisfaction by enhancing the value provided to the customer.

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Some of What You'll Do

Primary Duties and Responsibilities: 

• Exercises judgment in selecting methods, techniques and evaluation criteria for obtaining results.
•  Performs as a Subject Matter Expert (SME) for a number of medium to highly complex product solutions.
•  Accesses both product and customer requirements to determine strategy for delivering a cost effective and timely solution.
•  Accurately interprets and validates contractual commitments and takes ownership for implementing the products and services described in the contract.
•  Understand how to interpret client’s business needs and translate them into application and operational requirements
•  Reviews contracts with Account Owners to help establish and clarify expectations.
•  Reviews all aspects of the implementation with Customer to establish and clarify expectations.  
•  Possesses strong knowledge in multiple areas that are relevant to the customer’s service and directly affects overall support success. 
•  Provide strong business and technical subject matter knowledge. 
•  Exercises judgment in selecting methods, techniques and evaluation criteria for obtaining results for clients.
•  Possess strong technical knowledge across multiple products required for resolution of customer problems/issues and system problems.
•  Responsible for the quality, magnitude and effectiveness of business relationships between Syniverse and the customer.
•  Expands the range of services Syniverse offers the customer, increasing the depth and breadth of Syniverse service offerings employed in the customer's business. Positions Syniverse to advise the customer on information and business technology strategy, with the goal of enhancing the overall success of the customer's business enterprise while identifying additional business opportunities.
•  Keeps informed of major situations (internal and external) affecting service to the customer and ensures all aspects of customer satisfaction.
•  Demonstrates strategic thinking, resolves and coordinates complex issues across the organization and promotes adherence to both corporate and industry policies and procedures.  
•  Manages project resources and deliverables to ensure both contractual requirements and business’ key performance indicators are met.
•  Handles complex issues where analysis of situations or data requires an in-depth evaluation of variable factors. 
•  Evaluates the feasibility of the Service Request and provides an impact assessment, possible solutions and an estimate of the effort required to complete the Service Request. 
• o Perform detailed analysis to define, understand, document and validate requirements.
•  Facilitates the creation of communication plans, ensuring that appropriate information is exchanged among key stakeholders. Advises senior management on capability and risk. Identifies and recommends contingency measures.
•  Work with Level 1 / 2 Support/Account Managers when problems occur so that the customers can be notified in a timely manner. 
•  Aid in the research and resolution of application production issues.
•  Monitor and follow-up with open issues until issue is closed.
•  Serve as the customer liaison on service issues; providing technical expertise and coordinating with the appropriate internal support organizations to ensure timely customer updates, responses and trouble resolution is achieved.
•  Coordinate customer communications during service outages and high severity issues.  

Job Requirements:

• Bachelor’s degree in Computer Science, Business Management, or related field or equivalent work experience.
•  Strong technical and/or operational support background.
•  Strong telecom industry knowledge.  
•  Ability to foster internal and external relationships. 
•  8 Years Customer Support experience.
•  5 Years Technical Support experience.

Required Interpersonal skills

• Strong analytical, business logic and problem resolution skills.
• Strong oral and written communication skills.
• Strong control and follow-up skills.
• Strong leadership skills.
• Solid decision making skills.
• Strong conflict resolutions skills.

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Why You Should Join Us

Join us as we write a new chapter, guided by world-class leadership. Come be a part of an exciting and growing organization where we offer a competitive total compensation, flexible/remote work and with a leadership team committed to fostering an inclusive, collaborative, and transparent organizational culture.

At Syniverse connectedness is at the core of our business. We believe diversity, equity, and inclusion among our employees is crucial to our success as a global company as we seek to recruit, develop, and retain the most talented people who want to help us connect the world.

Know someone at Syniverse?

Be sure to have them submit you as a referral prior to applying for this position.