Job Purpose:  

We are seeking a highly skilled and motivated Senior Engineer - BSS Operations to join our dynamic team. In this role, you will establish and maintain strategic relationships across business units, key executives, and subject matter experts in the context of IT CRM systems offered by CRM & Billing. You will lead the IT technical systems support operation, which includes ticket management, internal/external escalation, SLA management, vulnerability assessments and fixes, complex configuration management, monitoring dashboard implementation, RPA & analytics-based operation improvements, and training and process enhancements.  

The Job:  

• Initiate and ensure necessary actions are taken to identify all issues affecting CRM system performance in everyday operations.  

• Advise, persuade, and negotiate on complex system problems or situations within CRM systems application platforms.  

• Ensure compliance with service levels, processes, and standards defined for CRM systems support. 

• Track issues appropriately in the ticket management system.  

• Liaise with internal and external partners and customers to support the resolution of issues and concerns.  

• Plan and coordinate complex resolutions and activities with team members and stakeholders, anticipating obstacles and minimizing impact on intended results.  

• Develop and maintain emergency plans to address unexpected uptime issues.  

• Analyze common patterns of problems to identify root causes and advocate for permanent resolutions with the development team.  

• Evaluate data needs, formulate required system queries, and ensure data accuracy for law enforcement authorities.  

• Implement measures to analyze performance and trends of CRM systems.  

• Provide subject matter expertise on CRM systems across IT and other organizational units to support business and enhancement rollouts.  

• Develop and implement policies and procedures for CRM support, consistently assessing and improving them.  

• Ensure proper communication and training of implemented processes across CRM support functions.  

• Act as a liaison to various process owners and specialists for continuous improvement in CRM Business Support Services functions.  

• Create and communicate CRM support schedules/plans to business stakeholders.  

• Act as the main CRM support technical liaison between business staff, service engineering, and support teams.  

• Develop and maintain relationships with key external stakeholders through proactive communication and attendance at meetings.  

• Provide management updates regarding major incidents and ownership of the team's service level agreements, reporting to the senior leadership team.  

• Facilitate a high-performing work environment for support engineers by continually seeking ways to improve team efficiency and productivity.  

• Collaborate with Support Leads to create monthly KPIs that drive the team to provide best-in-class support.  

• Supervise and guide staff regularly, providing feedback to enable continuous improvement.  

The Person:  

• Should have a bachelor’s degree in IT, Engineering, or a related field.  

• CRM systems functional expertise.  

• Minimum of 2+ years of experience in a similar role.