Experience

• 

  TM Group A/S

  • Technical Account Manager

    • Jun 2018 - Present

    • Manage ALL Technical Aspects of the Recording Platform for a Major bank in the Nordics• Provide Executive Reports for Escalations• Create SLA contracts• Create processes for TM-GROUP Support Team• Manage Training for TM-GROUP engineers

• 

  NICE Ltd

  • Support Manager - EMEA Priority Customers

    • May 2017 - Feb 2018

    • Managing 8 T2/T3 Engineers supporting EMEA Priority Customers• Managing EMEA Priority Customer's Escalations• Close follow-up on the Team Performance, Set Targets, build Personal Development Plans and conduct Annual and Mid-year reviews• Weekly Meetings with Technical Account Managers to ensure Priority Customer's Satisfaction (Case review, Ongoing and Future Projects)• Incorporate Internal processes to improve T2 to T3 Escalation• Created and Integrated several Customer Facing Processes to enhance EMEA Priority Customer's Experience• Weekly CC with Priority Business Partners – Focus on Open Issues, Customer Escalation and Engineer Training

• 

  Nice Systems

  • United States
  • Software Development
  • 700 & Above Employee

  • T2 EMEA Support Manager (including T1 Support Manager 10/2014-01/2017)

    • Jan 2006 - May 2017

    • Manage 12 T2 Support Engineers servicing both Direct Customers and Business Partners in EMEA (Remote Management of 2 engineers in UK, 1 engineer in Germany and 1 engineer in Ukraine)• Manage 4 T1/HelpDesk Engineers servicing EMEA Customers, ensuring quick and efficient ticket creation as well as fast escalations to the higher Tier (Remote Management of 2 engineers in India)• Recruitment and Coaching of T1/T2 Engineers both in Israel and abroad (Germany,Ukraine and India) • Define and Integrate CRM processes (Deeply involved in Migration between Oracle to ServiceNow)• Liaison with the local delivery team for project HO to support• Defining Objectives and Performing Quality Evaluation to both the T1/T2 engineers by using our in-house applications (Nice Perform and Nice Interaction Management)• Develop internal processes to ensure knowledge transfer between the team and coaching for new hires• Visit Business Partners and Customers in EMEA

  • APAC Customer Support Team Leader

    • Oct 2003 - Dec 2005

    • Relocated to Hong Kong• Built the backbone for the APAC Customer Support team which included recruitment, Coaching and Management – Total of 8 Engineers in the team from 3 Countries (HK, Japan and Singapore)• Lead the team to be self-sufficient, Delivering Top Level support to our Business Partners in APAC- Total of 40 Business Partners in 10 Countries

  • Customer Support Engineer

    • Sep 2001 - Sep 2003

    • Deliver T2/T3 support for APAC and EMEA Business Partners on the NICE Recording Applications• On Site installation for Key Customers• Account Management for our Business Partners in Japan - Providing weekly reports and Quarterly meetings.