Line Manager
Há 7 dias
DescriptionAs a Line Manager for the Case Handling Specialist team, you will lead a group of highly skilled engineering professionals responsible for advanced technical product support within Care Service delivery in a 24x7 environment. You will ensure excellence in case handling, drive operational performance, and foster strong collaboration with global Customer, Market, and R&D teams.Your role requires strong technical knowledge, analytical capability, and the ability to guide your team through fast-paced, complex troubleshooting scenarios across 4G/5G and Radio products. ResponsibilitiesTeam Leadership & People Management Lead, mentor, and develop a team of Case Handling Specialists, ensuring continuous growth in technical capability and performance. Drive a culture of ownership, accountability, customer focus, and high-quality case handling. Manage team workload, shift planning, and participation in 24x7 emergency duty rosters. Conduct regular 1:1s, performance reviews, and training plans. Provide coaching on technical escalations, case handling quality, and customer interactions. Operational Excellence Oversee daily case handling operations to ensure SLA compliance, customer satisfaction, and delivery of KPI targets. Act as an escalation point for complex or critical technical issues and guide the team toward timely resolution. Ensure accurate, complete, and up-to-date case documentation in internal tools. Drive continuous improvement initiatives to enhance efficiency, knowledge management, and operational processes. Customer & Stakeholder Management Serve as a key interface towards Market teams, Customer teams, and R&D for escalated technical issues. Build strong customer relationships and ensure expectations are managed proactively and transparently. Represent the team in daily and weekly operational meetings to present progress, risks, and action plans. Technical Expertise & Support Support the team with advanced log analysis (UTF, EMIL, Syslog, MACTTI, Wireshark, etc.) and troubleshooting of complex issues. Oversee activities related to deployments, software upgrades, audits, and network expansions. Ensure the team adheres to best practices in debugging, testing, and root cause analysis across Radio, 3GPP standards, ORAN, Cloud RAN/vRAN, and L1/L2/L3/RF/IODT domains. Promote knowledge sharing and contribute to training content creation. QualificationsB.E / B.Tech in Telecommunications, Computer, Software, Electrical Engineering, or related field. 15+ years of industry experience, including strong experience in Customer Technical Support or Case Handling. Previous experience leading technical teams or acting as a senior/lead specialist with coaching responsibilities. Proven expertise in resolving complex technical issues in 4G/5G/Radio environments. Strong knowledge of:Deployment support, software upgrades, and network expansions Incident diagnosis and recovery of critical outages Debugging using standard logs (EMIL, Syslog, MACTTI, Wireshark) Implementation, Integration, Acceptance Testing, O&M, and Care for Radio 3GPP, ORAN, Cloud RAN/vRAN Strong stakeholder management and communication skills. It Would Be Nice If You Also Had Experience with log collection and processing tools. Certifications such as RedHat, AWS, or similar. Experience with Emergency Support operations and Case Handling best practices. Involvement in training delivery, documentation, or knowledge content creation.
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Line Manager
Há 7 dias
Portugal Nokia Global Tempo inteiroDescriptionAs a Line Manager for the Case Handling Specialist team, you will lead a group of highly skilled engineering professionals responsible for advanced technical product support within Care Service delivery in a 24x7 environment. You will ensure excellence in case handling, drive operational performance, and foster strong collaboration with global...
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Sales manager
1 semana atrás
Portugal Go Offer Tempo inteiroAbout Go Offer Go Offer is an Ed Tech company with our own AI-powered platform that provides comprehensive job search support for professionals across all industries. We combine technology, education, and personalized mentorship to help our clients systematically navigate international job markets and secure positions at top companies. We are currently in an...
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Sales Manager
1 semana atrás
Portugal Go Offer Tempo inteiroAbout Go Offer Go Offer is an EdTech company with our own AI-powered platform that provides comprehensive job search support for professionals across all industries. We combine technology, education, and personalized mentorship to help our clients systematically navigate international job markets and secure positions at top companies. We are currently in an...
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Manager, Global Debit Product Management
2 semanas atrás
Portugal Mastercard Tempo inteiro**Our Purpose** Mastercard powers economies and empowers people in 200+ countries and territories worldwide. Together with our customers, we're helping build a sustainable economy where everyone can prosper. We support a wide range of digital payments choices, making transactions secure, simple, smart and accessible. Our technology and innovation,...
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Lead Identity Protection as Senior Product Manager
4 semanas atrás
, , Portugal Malwarebytes Tempo inteiroA leading security software company is seeking a Senior Product Manager in Portugal to enhance their Identity Protection product line. You will drive product strategy, perform market research, and lead cross-functional teams to optimize consumer experience. Candidates should have over 5 years of software product management, strong technical aptitude, and...
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, , Portugal Malwarebytes Tempo inteiroA leading security software company is seeking a Senior Product Manager in Portugal to enhance their Identity Protection product line. You will drive product strategy, perform market research, and lead cross-functional teams to optimize consumer experience. Candidates should have over 5 years of software product management, strong technical aptitude, and...
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, , Portugal Malwarebytes Tempo inteiroA leading security software company is seeking a Senior Product Manager in Portugal to enhance their Identity Protection product line. You will drive product strategy, perform market research, and lead cross-functional teams to optimize consumer experience. Candidates should have over 5 years of software product management, strong technical aptitude, and...
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Senior Windows Product Manager
4 semanas atrás
, , Portugal Malwarebytes Tempo inteiroA leading cybersecurity company is seeking a Mid-Senior level Product Manager to define and execute the product strategy for their Windows Consumer line. The successful candidate will conduct market research, collaborate with engineering and marketing teams, and ensure customer satisfaction. Requirements include 2-5 years of relevant experience and a...
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Senior Windows Product Manager
Há 3 dias
, , Portugal Malwarebytes Tempo inteiroA leading cybersecurity company is seeking a Mid-Senior level Product Manager to define and execute the product strategy for their Windows Consumer line. The successful candidate will conduct market research, collaborate with engineering and marketing teams, and ensure customer satisfaction. Requirements include 2-5 years of relevant experience and a...
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Senior Windows Product Manager
Há 3 dias
, , Portugal Malwarebytes Tempo inteiroA leading cybersecurity company is seeking a Mid-Senior level Product Manager to define and execute the product strategy for their Windows Consumer line. The successful candidate will conduct market research, collaborate with engineering and marketing teams, and ensure customer satisfaction. Requirements include 2-5 years of relevant experience and a...
