Application Operations Manager / Ankara

Etiya Bilgi Teknolojileri Yazılım San. ve Tic. A.Ş

ETIYA is a global technology company with more than 1200 employees in 3 continents, developing AI-driven digital transformation applications, based on international standards and customer experience. 

ETIYA strengthens data-driven decision-making structures of organizations and helps them to take effective and agile actions by enabling all steps of the customer journey to be monitored and managed. 

ETIYA, which prioritizes organizations’ transition to customer value management; utilizes its capabilities of Artificial Intelligence, Data Analytics and Customer Management as a competition leverage and enables them to build a full-digital and sustainable business model. 

Having offices in the Netherlands, Canada, USA, Turkey, Ukraine, Singapore, UAE, ETIYA’s products and solutions have been awarded by independent organizations worldwide. 

ETIYA, grounding on the corporate values by focusing on continuous innovation and improvement, aims its employees to exceed every day. 

 If you are 

•  an innovative 
•  an agile 
•  a bold DAYDREAMER

who is willing to contribute in a leading TECHNOLOGY company, 

• passionate about INNOVATION 
• oriented with AGILITY
• fed with COURAGE 

 we are looking forward to your application!

THE GENERAL QUALIFICATIONS OF THIS POSITION INCLUDE THE FOLLOWINGS:

Education:

• BS or MS in Computer, Electrical and Electronics Engineering, Mathematical Engineering or Industrial Engineering

Experience / Technical Knowledge:

• At least 5 years of experience in Operation Management
• Strong technical background of CRM technologies, products and services  in    telecommunication sector
• Experience in MS project delivery
• Experience in MS project transition/transformation is plus
• Knowledge on Oracle, Unix operating system
• SQL and PL/SQL knowledge and experience
• Outstanding interpersonal and communication skills
• Experience in building and leading teams
• Proven project management skills
• Excellent negotiation skills
• Ability to interact with senior management
• Customer focused mindset
• Good command of written and spoken English is plus

Language:

• Good command of written and spoken English  

JOB DESCRIPTION 

The successful new joiner will be a member of a team, which enables him/her to improve his/her technical and personal competencies. 

He/she will be responsible for:

• Deliver L2 operation in line with SLA/KPI 
• Assess existing capabilities and skills
• Ensure continuous learning and development of staff
• Ability to work in a flexible environment
• Organize resources to deliver projects
• Establish operating procedures where necessary
• Managing customer interactions effectively with personal and technical manner
• Performance tuning of applications to ensure business needs and service SLA/KPIs are fully met
• Analyzing data structures and developing scripts for data manipulation in systems
• Understanding, prioritizing customer needs and creating and implementing action plans in line with SLA
• Administration and management of CRM technologies
• Deep down investigation, identifying the root causes of problems and resolving effectively
• Deployment of new products and services