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Support & Maintenance Manager (S&MM)

Job ID 13117013 Veröffentlichungsdatum 27/08/2019 Lieu: Kolumbien

Main Mission:

  1. Support & Maintenance managers manage several support and maintenance contracts related to Government Programs Solutions (including Software and equipment supplied by Gemalto as well as 3rd parties). They ensure customer satisfaction, the respect of contractual commitments and the fulfillment of Service level agreements (SLA).

They are also involved in the technical support for incidents, problem and change management on the complete solution.

Specific Responsibilities:

Support & Maintenance Management
  • Be the customer interface for the S&M contract.
  • Manage the customer account by providing reporting on the activity (weekly, monthly, committee, KPI, SLA report…), providing evolution advices, and managing contract renewal and new offers proposals with sales.
  • Perform the financial follow up of the contract and the customer satisfaction
  • Manage 3rd party contracts, communication and performance monitoring if any
  • Manage incidents follow-up in respect with the SLA and manage escalation if needed.
  • Analyze customer incidents to define the root cause and define appropriate procedure to solve them.
  • Coordinate and follow actions of 3rd party or Level 3 if necessary in respect with Gemalto process.
  • Test and install changes on customer sites and perform the acceptance of the delivery.
  • Manage actions defined in the contract such as preventive maintenance or software new release installation.
  • Provide internal reporting of the account activity and profitability and manage the contract regularly in gemalto tools, in respect with Gemalto process.

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CO_CO_CO, Colombia

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