USP GNPS (Global Network Product Support) is looking for a qualified GNPS Manager with expertise in software design, people management and excellent communication skill.

USP is Nortel’s Signaling Gateway deployed globally. USP GNPS team in GDNT is to support the global USP customers for wireline, GSM/UMTS, CDMA and BBSTP solutions.

 

This position will leverage the strong technical knowledge and good communication skill to drive rapid resolution of field issues from Nortel USP customers, professionally handle customer escalation, influence external groups to meet customer/product requirements, act as a customer champion within Nortel especially for Design or PLM

 

Key Responsibilities:

oRecruits and leads about10 engineers team of highly technical product support specialists through their daily routine, performs people management related obligations and duties.

oHandles routine customer and account escalations 365x24. Provides executive summaries of the technical investigation and action plan.

oHot issue management. Will directly lead the investigation of particular customer problems, especially if escalated or if gating revenue collection or associated with loss of service. Will chair customer calls to provide status updates and action plan updates.

oWorkload balancing and issue progression. Provides daily monitoring of case progress and department performance, balancing work and ensuring that each issue has a forward path. Provide coaching to engineers on an as-needs basis.

oReporting. Provides and presents weekly and monthly performance summaries of operations to the department L2 leader.

 

Skills & Knowledge Required

oExcellent verbal and written communication skills, ability to work effectively with remote teams from different cultures and time zones

oExperience in leading group of technical specialists.

oAbility to identify the requirements and obtains the resources that will lead the group to success.

oAbility to provide effective mentorship and formal training to team members and others (including external customers) in a one-on-one setting as well as in a large group or forum

oTechnical skills and knowledge in wireless technologies, USP design experience is an asset.

oGood understanding on product life cycle.

 

Qualifications

oUniversity degree in CS, EE or related fields, is an asset

oMinimum 3 years experiences on SW design/testing

oMinimum 1 years demonstrating leadership on program/project management

oProven track record in champion in collaborating teams to solve tough problem

 

Personal Attributes

oWill work under high pressure

oBe zealous on debugging and solving problem