Central Technical Service Manager

hace 2 semanas

Madrid, España IPC Systems A tiempo completo

IPC is a fintech company that focuses on the human element. Having global presence, we support local markets with cutting edge cloud-based trading communications and managed connectivity.

Through our portfolio of communications and connectivity solutions, we focus on solving business challenges and adapting to regulatory changes in the fast-paced global financial markets. This enables our clients to maintain consistent market access, a strong competitive advantage, and enhanced operational efficiency.

At IPC, we are committed to attracting, nurturing and promoting diverse talent across our workforce and fostering a sense of belonging within our employee family. We don't just accept differences - it's one of our core values. We recognize that diverse teams make the strongest teams, and we encourage people from all backgrounds to apply.

Come be part of the new team that delivers ground-breaking products for our clients.

**About IPC**

For over four decades, IPC Systems, Inc. has delivered innovative, secure and compliant technology and connectivity solutions to financial market participants globally.
From the largest investment banks to high-growth hedge funds, from established markets to emerging tigers, we are passionately committed to providing the essential and seamlessly aligned technology and network services that enable the business of the trading and brokering community - however, wherever and whenever trading takes place.

**About Global Services**

**Brief Description**

The Central Technical Service Manager is the regional leader of the customer engagement team providing services to the assigned customer. The Central Technical Service Manager will liaise cross-organizationally and with the customer to ensure all contractual deliverables and IPC commitments are being achieved. Supervision of dedicated technical support team, managing Global Service Engineer shifts 7 days a week in Madrid office. The Madrid team, in combination with other teams in U.S. and Kuala Lumpur, provide overall 24x7x365 coverage to respond to service calls, monitor the technical environment, perform preventative maintenance, and meet contractual SLAs. This position reports to the Regional Service Manager or Global Service Manager.

**Role and Responsibilities**

1. Single regional leader of technical support team dedicated to a Strategic Account, provide managerial and functional oversight to the Global Service Engineer team. Ensure consistent professional service delivery execution to customers.
2. Review key operational processes and procedures to ensure that global service engineer team adheres to ITIL best practices, implement changes as required. Maintain shift schedule and represent Global Service Engineers.
a. Oversee functions of global service engineer team, and manage ticket lifecycle, updating status and routing to necessary support teams. Tickets types include:
b. Incident Management - with primary focus to restore service within SLAs.
i. Execution of break/fix procedures.
ii. Gathering and analysis of logs and information associated with incident for escalation to advanced support team.
c. Service Requests - pre-approved changes to provision services to end users
d. Change Requests - complex changes that require change board approval - manage preparation of change documentation and plans, execution of changes and validation.
e. Problem Management - open problem ticket with advanced support teams, and communicate root cause analysis.
f. Preventative maintenance - manage daily systems health-checks and proactively open tickets on any issues found
g. Event management - react to alerts by opening incident tickets and initiating investigation.
3. Create and maintain all Work Instruction procedures and Run Books.
4. Manage the ongoing skills acquisition for Global Service Engineers towards first call trouble resolution.
5. Provide support for customer P1 process and oversight on critical case escalations.
6. Primary focal and coordination point with executives on critical business and technical matters
7. Own full lifecycle of incident and problems including authorship of incident report, impact assessment, root cause analysis and mitigation/remediation planning.
8. Meet all established SLAs and KPIs.
9. Provide escalation management as needed, including regular status updates to customer and internal stakeholders.
10. Review issue resolution with teams to foster improved internal communication and understanding of fault identification and troubleshooting techniques.
11. Ensure customer governance and change management processes are documented and followed.
12. Communicate customer status, concerns, and escalations to Regional Service Manager and Global Service Manager, as needed.
13. Manage user expectations throughout the service request lifecycle. Provide regular communication to end users regarding status and resolution.

**Candidacy Requirements**

1. Engineering degree or equivalent is required with extensive

  • Technical Manager

    hace 3 semanas

    Madrid, España Saft A tiempo completo

    SAFT is looking for a Technical manager to support the commercial activities and to promote our ESS solutions.The Technical manager is accountable for: The customer relationship to promote SAFT solutions and to explain SAFT solutions during the tender phase. The choice and the validation of the ESS technical solution.The coordination of the effort to prepare...

  • Technical Account Manager

    hace 2 semanas

    Madrid, España Sdi Digital Group A tiempo completo

    about the role Technical Account Manager will be the entry point (point of contact) together with Viaccess Project Manager to all requirements and topics raised by Orange Spain and will provide the following services and activities : Technical expertise of Viaccess Orca products including : Session manager TV Console Analytics Related plugins delivered by...

  • Technical Service Manager

    hace 7 días

    Madrid, España SAP A tiempo completo

    **We help the world run better** **What you will do** As a Technical Service Manager, you will contribute to SAP's global strategy by supporting our customers with their SAP S/4 HANA adoption on their path to the Intelligent Enterprise as part of the SAP Enterprise Cloud Services team. TSMs play a critical part in helping our customers accelerate their...

  • Technical Service Manager

    hace 4 semanas

    Madrid, España SAP A tiempo completo

    **We help the world run better** **What you will do** As a Technical Service Manager, you will contribute to SAP's global strategy by supporting our customers with their SAP S/4 HANA adoption on their path to the Intelligent Enterprise as part of the SAP Enterprise Cloud Services team. TSMs play a critical part in helping our customers accelerate their...

  • Technical Account Manager

    hace 3 semanas

    Madrid, España Orange Business Services A tiempo completo

    about the role Technical Account Manager will be the entry point (point of contact) together with Viaccess Project Manager to all requirements and topics raised by Orange Spain and will provide the following services and activities: Technical expertise of Viaccess Orca products including: Session manager TV Console Analytics Related plugins...

  • Technical Account Manager

    hace 2 semanas

    Madrid, España Sdi Digital Group A tiempo completo

    about the role Technical Account Manager will be the entry point (point of contact) together with Viaccess Project Manager to all requirements and topics raised by Orange Spain and will provide the following services and activities : Technical expertise of Viaccess Orca products including : Session manager TV Console Analytics Related plugins delivered by...

  • Technical Account Manager

    hace 4 semanas

    Madrid, España Fortinet A tiempo completo

    **Preferred location is Madrid or close to any of our Spanish offices( Madrid, Murcia/Sevilla/Bilbao/Barcelona - working on a hybrid work mode** **Fluency in Spanish and English is mandatory** Would you like to join the leading global provider of network security solutions to help strategic accounts optimizing their customer experience? At Fortinet we are...

  • Technical Lead

    hace 2 semanas

    Madrid, España Alovia - H.R. Consultancy Firm A tiempo completo

    ALOVIA es una firma con sede central en Madrid, España. Nos especializamos en la consultoría de RR.HH., basada en la provisión de las mejores soluciones de software del mercado. Transformamos culturas, reconocemos talento, y unimos personas y organizaciones impactando en su desarrollo profesional. Estamos en la búsqueda de un Technical Lead para uno de...

  • Wind Technical Manager

    hace 6 días

    Madrid, España The Green Recruitment Company A tiempo completo

    Posted 17 February 2024 Salary Competitive Salary (DOE) LocationMadrid Job type Permanent Discipline Renewable Energy & Infrastructure, Sustainability ReferenceCF-WTM-02/24 Contact NameCatalina Fonrodona **Job title**: Wind Technical Manager **Location**: Madrid, Community of Madrid, Spain (Hybrid) The Green Recruitment Company is looking for a Wind...

  • Wind Technical Manager

    hace 7 días

    Madrid, España The Green Recruitment Company A tiempo completo

    Job title: Wind Technical Manager Location: Madrid, Community of Madrid, Spain (Hybrid) The Green Recruitment Company is looking for a Wind Technical Lead to join a global IPP with a presence in over 10 countries. Role Overview:Reporting to the Head of Engineering the chosen professional will play a pivotal role in providing technical support to local...

  • Service Manager

    hace 4 semanas

    Madrid, España Page Personnel España A tiempo completo

    Identificar y transmitir a la organización las necesidades del cliente. - Reportar el estado del servicio y los proyectos al cliente a nível táctico; elaboración de los informes y defensa de los mismos. - Coordinar las distintas unidades que prestan el servicio al cliente. - Máximo representante ante el cliente por los servicios prestados. - Gestión de...

  • Technical Service Specialist

    hace 3 semanas

    Madrid, Madrid, España Abbott A tiempo completo

    About AbbottAbbott is a global healthcare leader, creating breakthrough science to improve people's health. We're always looking towards the future, anticipating changes in medical science and technology.Working at AbbottAt Abbott, You Can Do Work That Matters, Grow, And Learn, Care For Yourself And Family, Be Your True Self And Live a Full Life. You Will...

  • Wind Technical Manager

    hace 3 semanas

    Madrid, Madrid, España Green Recruitment Company A tiempo completo

    ​Job title: Wind Technical ManagerLocation: Madrid, Community of Madrid, Spain (Hybrid)The Green Recruitment Company is looking for a Wind Technical Lead to join a global IPP with a presence in over 10 countries.Role Overview:Reporting to the Head of Engineering the chosen professional will play a pivotal role in providing technical support to local...

  • Technical Sales Engineer

    hace 7 días

    Madrid, España Talent Services A tiempo completo

    **Descripción**: MULTINATIONAL GROUP OPERATING IN THE INDUSTRIAL SECTOR, IS SELECTING FOR THE DIVISION LOCATED IN MADRID **Technical Sales Engineer for industrial mechanical transmissions** **Position summary** Reporting to the Sales Manager, the Technical Sales Engineer will act as Product Manager or Área Manager/Key account Manager depending on the...

  • Partner Success Manager

    hace 3 semanas

    Madrid, España Companial Group A tiempo completo

    We are looking for a commercial, committed Partner Success Manager (Technical Services) with a passion for the Microsoft Dynamics ecosystem. The person we need will advise and consult our partners, ISV's as well as System Integrators on how to leverage the technical services that Companial can provide. The purpose of our services is very simple as it is 100%...

  • Wind Technical Manager

    hace 3 semanas

    Madrid, España Green Recruitment Company A tiempo completo

    ​Job title: Wind Technical ManagerLocation: Madrid, Community of Madrid, Spain (Hybrid)The Green Recruitment Company is looking for a Wind Technical Lead to join a global IPP with a presence in over 10 countries.Role Overview:Reporting to the Head of Engineering the chosen professional will play a pivotal role in providing technical support to local...

  • Technical Account Manager

    hace 4 semanas

    Madrid, España CAST Software Inc. A tiempo completo

    CAST Technical Account Managers are strategic partners and technical advisors for our biggest and most important clients in FRANCE. You'll be a part of our rapidly growing customer success practice alongside the professional services, product support, and sales teams with tremendous opportunity to evolve as the program grows. You will maintain customer...

  • Technical Service Specialist

    hace 3 semanas

    Madrid, España Abbott A tiempo completo

    About Abbott Abbott is a global healthcare leader, creating breakthrough science to improve people’s health. We’re always looking towards the future, anticipating changes in medical science and technology. Working at Abbott At Abbott, You Can Do Work That Matters, Grow, And Learn, Care For Yourself And Family, Be Your True Self And Live a Full...

  • Interim Country Manager For Spain

    hace 3 semanas

    Madrid, España Global Manager Spain Sl A tiempo completo

    Descripción del proyecto Our client is a leading international supplier of innovative technical solutions for architecture and engineering.With regional competence on several continents, they are one of the few global players in its industry with revenues exceeding 800 million euros. It is needed an Interim Country manager for Spain, based on commercial...

  • Service Sales Manager SAAPAC

    hace 4 semanas

    Madrid, Madrid, España Nordex Group A tiempo completo

    YOUR TASKLead and support Global Sales team on the O&M matters and requirements during the tender process of both new and renewals service contracts.Support Global Sales team on the O&M scope tender management.Present O&M strategy to the customer along with any clarifications required.Price market study. Provide cost report to Global Sales Manager,...