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In Service Support (ISS) Manager

Keywords / Skills : Service Engineer, Service Support, Service Manager, Service Support

8 - 12 years
Posted: 2017-07-07

Albanian, Andorra, Austria, Azerbaijan, Belarus, B...
IT/ Computers - Hardware
IT/ Computers - Software
Technical Support Engineer
ERP, CRM - Support Engineer
Bachelor's Degree
Computer Science
Posted On
7th Jul 2017
Job Ref code
Job Description
Job Description & Role:

The NSS Qatar ISS Manager is responsible for the - In Service Support - activities in line with the contractual requirements and the specified objectives in terms of schedule, quality, SLA performance and costs.

The ISS Manager manages the daily relationship with the NSS maintenance manager during the Operation & Maintenance phase of the contract and is the primary point of contact with NSS for all matters relating to the operational, maintenance and technical support matters.

The ISS Manager is the leader of the ISS team, defining tasks and expectations for the team members and controlling the execution and the results of their work.

Beside the NSS maintenance manager and the ISS team, the ISS Manager is also in regular contact with:

The ILS Manager, to whom he/she reports;

The Chief Engineer for the preparation of key customer technical meetings or communications;

The Engineering team for the investigation and resolution of the HW & SW anomalies on in-house subsystems and the preparation and delivery of corrective patches and releases;

The Subcontractors, for the same need on subcontracted subsystems;

The warehouse manager, for the use of spare parts

Key Responsibilities:

The main activities and responsibilities of the NSS Qatar ISS Manager are to:


Support the User Helpdesk Supervisor (level-1 Support) and maintenance teams

Set-up and coordinate the Technical Support Service (level-2 & Level-3 Support) in charge of the field investigations and root cause analysis of HW & SW issues

Perform installation and testing of new SW releases or patches on the Operational system

Define and put in place all processes, procedures and tools relating to the ISS Services activities in order to fulfill the required SLA & KPI performance

Manage the Resource Plan covering all ISS Services and manage the recruitment of candidates for new open positions in coordination with the ILS Manager


Elaborate and coordinate the transfer plan of activities and means (tools, resources, documentation,...) from France to Qatar required for the set-up of the 0-Level SW maintenance service covering the preparation, the testing and deployment of the SW patches and releases in coordination with the Engineering team

Once the transfer of activities 1st done, manage the D-Level SW maintenance service (budget, means, team,...) in coordination with the ILS manager

Maintain the maintenance platform and manage its configuration in the long term


Coordinate the release of the CMMS KPIs and dashboards and manage the associated actions plan involving the local teams and the offshore France engineering team

Prepare the Weekly operational meeting with NSS and manage the relevant action plan, report and minutes.

Ensure the reporting on the ISS activities to the ILS manager, including the inputs to the monthly WP review: Progress, EAC, risks & opportunities, resources profile.

Prepare answers to Customer observation reports in close co-operation with Engineering

Education: IT Engineer

Practical experience:

7+ years of overall experience

experience at supporting deployed systems

Technical knowledge

Essential: Strong background on IT systems

Desirable: Good knowledge of Communication infrastructure and applications

Additional Requirements:


Strong organizational capability

Customer orientation

Cross-cultural competence

Service orientation, team work

Strong integrity and discretion

Ability to work under pressure, to tight deadlines

Accountability and autonomy


Language Skills

Essential: Excellent Written and Spoken English

Desirable: Spoken French (level A)

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