Guy Stein Email & Phone Number

Hadera, Il

Israel

Main responsibilities and activities:• Defining strategy and vision based on expected growth for both SW and HW support• Defining the support model and build the support organization based on it• Managing SW team and HW inc. 2 Labs in strategic places in the world (support for pilots and customers)• Defining maintenance packages for HW and SW support• Defining BP scope and setting the BP expected revenue• Defining KPIs, dashboards and leading the weekly war-rooms• Implement plans for RMA reduction• Monitoring and setting a plan to reduce HW RMA• Defining new tools, processes and other operation activities (On-Call,etc)• Establishing Support-R&D processes and build confidence in support org• Manage customers/pilots escalations 24x7

Israel

Nice Actimize Support organization is currently with more than 130 employees In this position, I am leading operation group that is responsible for every aspect of the support operations in all domains (Business, operational, Strategy, etc).My responsibilities include:• Business o Marin Growth Monitoring o Map and Track the business aspects (Maintenance Revenue) o Identify trends and get to the RC of why it changed (termination impact, etc) o Evaluate how the support organization can increase the business o Assist in managing the End Of Life (Sunset) initiatives o Budget owner (Capex, Opex, Bizdocs, Awards, On- Call, VRA, AWS, etc)• Processes, Tools and Operations Activities o Monitoring and auditing existing processes o Build new processes that assist support performance and efficiency (PS-CS Handover, Enhancement Request, CS-R&D flow, On-Call, etc) o Support Field readiness – make sure support org is aligned to new releases (solutions, SPs, etc) o Lead CSAT improvement (defined processes for the different Surveys) o Improve the existing tools we are working with and bring new tools as needed o Dashboards – Define and implement the needed dashboards, maintain, validate the data o KPIs Tracking & Trends analysis (Inc Setting the objectives and targets for the different KPIs like: Resolution time, R&D escalations, CSAT, KCS, etc) o Lead War-Rooms to evaluate the team's performance and plans to improve o Data Guru - Identifying Trends, Gaps, Data Issues and set the plans to mitigate any issue• Major activities o Cloud transformation – Built AppOps team from scratch working with many interfaces o Leading the support integration of 2 big companies NICE bought so they will be aligned to NICE Actimize support processes

Israel

Global Support manager of NICE Advanced Process Automations suite (RPA).In this position, I managed a global support group (Level2 and Level3) with the below responsibilities: • Manage workload and prioritization for incoming customer issues. • 24x7 Critical severity issues.• Manage customer escalations and Major accounts• Leading structural improvements to support our customers and improve CSAT• ongoing monitoring and improvements on all of the support KPIs (focus on CSAT).• Responsible for the group technical and soft skills ramp up (training program and personal development plans) • Trusted Advisor• Manage a global team of technical support experts at the different locations (IL, US, India) • Established on-going working relationship with customers, Business Partners, Internal Product house (R&D and Product Management) and the regional management teams (Services, Support, Client Management and Sales) • Provide ongoing feedback from the field and customers to the R&D, QA & LOB teams on the product quality, Enhancement Requests, and usability to ensure customer satisfaction and product stability. • Recruitment, on-boarding, training, and mentoring for the group’s newcomers• Leading many of the new initiatives as part of the management team such as:o KCS Implementation in support - part of the steering committee and leading the first wave of the implementation.o Organizational Effectiveness Task Force o Career Development opportunities o Deep Skilling initiative o Fast Track option for select customerso Escalation format between the levels and different groups (for integrations)

After E-glue was acquired, I was leading the QA integration between Nice and E-glue.Since then I acted as QA Manager, managing 11 QA Engineers (including two technical lead), of which three in Ukraine. The team under me handled 5-7 different releases of 3 different products.Performing statistics on bugs, TCs and leading the risk management decisions forum.Ongoing work with many teams: automation, load, System and other teams for integration testing.

Israel

• Leading a team of 5 QA engineers• Managing Gantts and leading the work methodologies in the company • Working with many interfaces in R&D, Senior Management, PM, PS and sales.

Israel

• Responsible to implement and integrate Performance and Automation tools and methodologies which was new to the company. • Learning the process and implement the Load tool (Webload).• Independently learned the fundamentals of the area, and led the implementation of various processes in the QA group

Israel

• Manual testing domain - work included learning Requirements from the Product• Planning and Writing STD / STP and STD testing by documents/tools• Automating manual tests (more than - 90% of manual test cases)• Ongoing communication with mercury support for complex problem solving.

Bachelor Of Technology (B.Tech.), Electrical And Electronics Engineering, 88

Diploma, Electrical And Electronics Engineering