Support Operations Architect
Abingdon, Oxfordshire, Gb
- Design, Build, Implement, and maintain a custom built (Sophtrac) support case management system to record, track, and facilitate communication with the customer for aprox. 300 engineers and 500 other departmental daily users.- Design, Build, Implement, and maintain a custom built (Sophserv) customer portal enabling customers to view, track, and communicate with support for aprox. 2 million customers.- Create new regional and global operational processes to continually improve upon and drive support efficiency increasing Net Promoter scores (NPS) and drive down support costs through technology development.- Develop and manage the integration and on-going support of multiple heterogeneous systems (Salesforce, eGain, OTRS, JIRA, TeamTrack, BugZilla, SSRS, NeoLane), undertaking technical, project and maintenance work as required.- Drive improved call resolution times and NPS through best practice, process and procedure, management information reporting and dashboards.- Designed and implemented KCS system enabling the creation of 20,000 articles across multiple permissions levels, regions, languages and publication levels.- Part of a project team currently implementing a global (10+ sites) telephony infrastructure including SIP phones and Aspect call center software. - Support lead in delivering global export compliance framework and process to customers and internal systems. - Key member in gaining Sophos a SCP certification, which covers many areas I directly influence,including case logging, knowledge management and BI reporting. - Multiple system migrations from acquired companies support systems into existing systems including data from multiple data sources and files.
