Francois Naour Email & Phone Number

Lausanne, Vd, Ch

Lausanne, Vaud, Switzerland

• Implement, train & manage a 24x7 global team composed of 5 (Senior) Managers/Directors, and 40+ Support Professionals. • Ensure that the Nagra product is available 24x7x365 to our Cloud (Public/Private) customers • Build co-located monitoring and triage team for teams across various geographies, specifically across Europe (Spain, UK, Norway and Switzerland) & India to deliver seamless 24x7 Support • Accountable for the delivery of technical support ensuring high levels of performance and availability that meet agreed SLAs, including the management of dedicated support resource • Day-to-day management of First line and Second line• Maintain ongoing communication of incident updates to internal stakeholders provided by engineering teams • Train, coach, and mentor team members including career development • Plan and execute support strategies to avoid outages • Work to automate model support processes to ensure that customer issues are solved/escalated as quickly as possible to reduce MTTA and MTTR across all incidents affecting Nagra product • Build strong internal and external relationships with operational and technical teams and third parties • Single point of contact for escalation to manage complex situations & crisis, always keeping in mind satisfaction of the customer and interest of the business

Executive Education - Leading In A Transforming World

Master Of Engineering (Meng.), Electrical, Electronics And Communications Engineering

University Institute For Technology, Electrical And Electronics Engineering