Head of Maintenance and support -Director

R&D / Engineering | Raanana, Israel | ISRAEL

Product Maintenance Director
Head of Product Maintenance – Manage a group of cross functional software engineers that maintain the Actimize entire Product Portfolio

1. Manage 5 groups (40-50 employees) – Group Leaders, Software Engineers, QA
2. Define and Maintain the Actimize Product Maintenance process – SRs and Tickets Triage, Investigation and Resolution
3. Maintain Customer Engagement processes - Interact with Actimize Customers on issues resolution, Lead Customer Escalations
4. Maintain productive partnership with Professional Services and Customer Support
5. Provide high quality service and deliverables
6. Maintain efficient engineering processes with Automation and extended testing coverage
7 Build a maintain highly engaged team across multiple development sites and with matrix management relationship
8. Lead and conduct Continuous Improvement processes through analysis of issues coming from the field
9. Lead and conduct processes to reduce the tickets backlog

Knowledge qualifications:
Degree in Computer Science, Industrial/ Electronic Engineering
Or significant practical relevant technical experience/knowledge in IT, infrastructure and complex integrations solutions

requirements :

R&D/Maintenance/Support Group Management - 8+ years of Experience
Service Orientated role 5+ years of Experience
Outbound/Customer exposure role 5+ Years of experience
Experience with complex systems 3+ Years of experience
Software Engineering and Testing experience- Must
Manage teams in cross/matrix relationship- Must
Excellent verbal and written communication skills
Excellent Leadership skills +
Great interpersonal and communication skills / Customer Facing skills

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