Permanent Technical Support Manager Needed!!!

ACC Staffing is working with a great client in the Raleigh/Durham area in finding a Technical Support Manager for a growing department. If qualified and interested in the following please forward a word version of your resume to scott@accstaffing.com

 

Principal Responsibilities:



? Responsible for handling escalated customer issues, and identifying ways to reduce percentage of issues requiring escalation.

? Responsible for design, documentation, and enhancement of assigned technical standards in support of Customer Support Services.

? Responsible for the successful technical analysis and resolution of client reported incidents related to software problems.  Also responsible for technical analysis of customer incidents to identify opportunities for root cause resolution, to assess quality of technical answers and analysis, and to recommend service quality improvements.

? Responsible for identifying opportunities for operational efficiency gains via tools, etc, and for implementing process improvement initiatives.

? Responsible for management of department projects including new product feature and tools rollout, etc.

? Responsible for overseeing department operational schedules & staff coverage.

? Document all internal and external correspondence related to incident resolution. Document solutions, procedures and standards for clients as well as internal use.

? Develop and maintain proficiency in the company?s software solutions, solution methodologies, and core technologies.

? Develop and maintain assigned technical standards for use in client and internal projects.  Typical standards include writing & running SQL scripts of DB2 database and Apache web server log analysis. Trouble-shooting and documentation of integration with Client Systems such as Oracle, SAP, Ariba, PeopleSoft, etc.

? Develop and maintain knowledge of procurement operations related to our clients products.  These include supply procurement processes, laboratory chemical, supplies and substance inventory management and tracking, and settlement processes.

 

Position Requirements:



? Strong leadership skill, and 2-3 years Management/Supervisory experience required.

? Preferred 5 years experience in working with software applications in a client environment

? Proficient in system analysis, procedure analysis, and problem resolution is required.  Business automation and workflow process development is desirable.

? Proficient in the elements required in implementing software applications within a client?s environment, including software configuration, determining business requirements, data initialization, data migration, system integration/data interface, and equipment and application installation and set-up.

? Strong SQL, Java, DB2, Internet skills required. WebMethods, Oracle, SAP, Ariba or PeopleSoft experience preferred.

? Must be able to communicate technical solutions to customers and Sr. Management. 

? Strong communication, presentation, documentation and problem solving skills.

? Ability to act independently, take initiative and drive tasks and issues to resolution

 

 

LOCAL CANDIDATES PREFERRED!!!!!!!!