APS Manager

Support | Pune, India | INDIA

Responsibilities /Essential Duties 

  • Client Relationship Management
  • Understand the full solution NICE & 3rd party integrations for designated APS accounts
  • Analyze support activity and case//alarms trends for the assigned account ensuring SLAs are met, CSAT is achieved and/or provide recommendations to close gaps- Facilitate Meetings
  • First point of escalation for designated accounts for APS/Support process issues not resolved by the standard process
  • Facilitate problem resolution across NICE internal teams, driving actions, communication and RCA/Best Practices
  • Establish relationships and effectively communicate with key members of Customer’s technical team including management personnel.
  • Develop, implement and maintain standard practices for designated accounts aligned with the Global OM operating model
  • Oversee transition phase from Client Services to Customer Support (documentation and report review, completed project sign-off, documented acceptance, updated internal sites with hand off materials)- Ensure Day 2 readiness and Success
  • Mentor and coach Engineers from a technical perspective
  • Lead Root Cause/Best Practice sessions with Customers and internally as required
  • Responsible for the development and standardization of APS processes and procedures.
  • Reviews and monitors all system performance reports, scheduling necessary actions to avoid system degradation and customer service interruptions.
  • Develop quality measurements/metrics that will show Performance are in line with Quality of Service goals and Service Level Agreement (SLA) guarantees.
  • Gathers, analyzes, prepares and summarizes recommendations for APS support program improvements
  • Facilitate reviews, audits, definitions, updates and implementation on Engineering and Operations work.


Knowledge & Skills:

  • Possess excellent organizational and communication skills.
  • Strong ability to use facts and data to influence decisions
  • Ability to prioritize and make appropriate decisions.
  • Proven ability to meet deadlines and maintain quality standards.
  • Excellent problem-solving skills, strong customer service and interpersonal skills, plus a demonstrated ability to work with a diverse group of associates.
  • Ability to interact effectively with all levels of management and customers.
  • Ability to work with minimal guidance or supervision in a time critical environment.
  • Ability to be flexible and quickly adapt to changing business needs and processes.
  • Able to learn and adapt a new technology independently and fast
  • Nice Solutions - Experience with the Installation and Integration of Nice Perform solutions into Customer Environments – an advantage
  • Certifications that match up well: Cisco, Avaya, SQL, MS Server – an advantage
  • Knowledge in the following technical areas: CTI, Voice recording, PBX/ACD, WEB/Internet, MS Windows, SQL server, Database knowledge, VOIP, Computer H/W & Networking, clusters, Domain / workgroup / AD – an advantage
  • Previous experience installing, configuring, and supporting telephony, network, or server infrastructure in administrative capacity
  • Ability to teach, coach installers.
  • Ability to work under pressure
  • Ability to work in shifts and weekends


 Education & Experience:

  • 10 + years of experience in a technical service or service delivery environment.
  • Proven experience in managing NOC
  • International Customer experience
  • Degree in computer science, engineering or work equivalence.

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