Saturday, February 10, 2007
Basic Function:
This is a senior position that manages highly complex technical issues escalated from various groups within the Global Technical Services team. The individual will work collaboratively with Engineering and Product Management on the successful resolution of issues. This role will also be responsible for managing releases from Engineering, including issue prioritization of ticket log and feature requests.
Key Responsibilities
Manages the escalation, bugs and feature request process and works with the team on prioritization
Participates in the escalation process and root cause analysis on customer issues.
Works closely with the escalation team on best practices and processes.
Provides metrics on product bugs, feature requests and issues.
Implements and manages the software release process and work with team members during the release cycle to ensure completeness during the release.
Post software patches, upgrades and one offs.
Shares knowledge through knowledge articles and sharing sessions.
Coordinates internal and external communications on the course of action for escalated issues.
Required Skills/Experience
Preferably a technical college degree such as computer science but not required as long as the individual has the ability to explain technical information to a non-technical audience.
Ability to manage multiple projects in an organized manner.
Outstanding interpersonal, communication and presentation skills to work collaborative across functional boundaries and teams
Candidates should be detail and task oriented.
Possess a wide degree of creativity and latitude is expected.
Must possess good writing skills to communicate with internal and external customers.
Has the ability to lead meetings and communicate course of action.
Demonstrates flexibility in sharing team work load, including variable shift times and work after hours when required.
Is highly motivated and demonstrates a willingness to receive constructive feedback and act constructively on it. To Apply to this job go to http://www.GadBall.com or click here