Senior Technical Manager

Employer: Netcracker Technology Corporation

Position: Senior Technical Manager

Terms of Employment: Full-time / Permanent

Location: Calgary, Alberta

Employment Address: 2400 32 Ave NE, Calgary, AB T2E 9A7

Hours of Work: 40 hours / week

Language: English

Benefits: Eligible for discretionary bonuses and/or salary increases in accordance with company policy. Eligible for basic medical, prescription, dental, vision, paramedical services, basic life, AD&D, STD, LTD and voluntary RRSP.

Salary: $110,000 – 120,000 CAD

Position Summary:

As a Senior Technical Manager you will be responsible for overseeing the end-to-end solution delivery including planning, execution, monitoring, and closure, working closely with IT/Engineering and cross-functional teams. You will be required to provide subject matter expertise upon request by various teams in such areas as telecommunications; data communications; information systems and technology infrastructure design; administration; security; maintenance and support for both client driven and NetCracker’s internal project. You will be required periodically (on as need basis) to create training programs for new developers. Your role will include leading the development, implementation and maintenance tasks for systems and processes as required by the project, including troubleshooting any potential issues. You will be making key decisions that relate to continuous improvement within all areas of technical operations of our product, and supervise developers responsible for these tasks. You will also, as a result of the above, oversee activities pertaining to release deployment, big launch of promotions, customer migration, and other important milestones.

Role and Responsibilities:

• Coordinating a team of 10 people, growing Netcracker Order Entry component expertise, building the learning path for cloud components in the support department;
• Leading the technical triage process of incoming incidents across Netcracker components (Order Entry, Product Offering Catalog, Order Management, Data Flow);
• Building and maintaining data cleanup processes between external systems and Netcracker modules, introducing new tools and approaches to optimize the flow;
• Participating in On-call shifts and supporting release installations;
• Driving performance problems investigation: analyzing systems using various tools such as Eclipse Memory Analyzer, profilers, custom tools for thread dump analysis, and different monitoring systems;
• Coordinating communication between L2 and L3 teams to improve the KPIs and meet the SLA requirements;
• Participating in the workshop sessions with business users and the support team to collect comprehensive business requirements, clarify the system behavior, and suggest design improvements; and
• Creating training programs for new developers.

Required Qualification

• A Bachelor’s degree (or higher) in Telecommunications, Computer Engineering, Computer Science, or a related field
• Minimum 5 years of application software implementation experience and expertise in applying technology to meet customer needs
• Minimum 5 years of experience in a technical position in a telecom company;
• Minimum 3 years of experience in supervising teams of IT professionals ;
• Excellent knowledge of Business Support Systems (“BSS”) and Operation Support Systems (“OSS”);
• Thorough experience in coordinating and overseeing internal staffing of employees for international projects, ensuring optimal team composition and efficient resource allocation across diverse geographic locations;
• Extensive experience in triaging and ensuring timely resolution and efficient workflow management;
• Experience in developing and delivering training programs for software developers;
• Proven knowledge of software development life cycle;
• Detailed experience with investigation of system performance issues and using associated tools;
• Ability to travel on a short notice for varying periods of time;
• Fluent English language as a principal business communication language.

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