Shay Malka Email & Phone Number

Petah Tikva, Il

Natanya, Il

Natanya, Il

• Ensured platform High Availability and Reliability for mission-critical government and municipal customers, where downtime could impact public safety and essential services.• Heading delivery and support of CityShob’ s Command & Control platform (SaaS / On-Prem), serving as a key member of the executive team.• Directed Professional Services and multi-tier Support teams, managing the entire customer lifecycle from contract signing, onboarding, and adoption to long-term retention and satisfaction.• Defined and implemented KPIs, best practices, and delivery toolkits, creating actionable managerial dashboards, operational reports, and strategic plans.• Acted as the Global Escalation Point for technical and managerial challenges, ensuring swift issue resolution and platform stability.• Partnered closely with Product Management to incorporate customer feedback into product roadmaps, balancing feature innovation with delivery excellence.• Managed project pipelines, resource allocation, revenue forecasting, and financial alignment to ensure timely delivery within budget.• Supported Sales and Pre-sales teams in demonstrating product value and differentiation, both remotely and onsite.• Collaborated with 3rd-party vendors to integrate VMS (CCTV), LPR, Video Analytics, Face Recognition, and 911 CRM solutions, ensuring seamless system interoperability

Wakefield, Ma, Us

- Heading a group of Product Experts and Customer Success Managers, distributed within EMEA Region.- Managing Professional Services deployments, Project Deliveries, Upsells and Upgrades.- Forming PS development and implementation methodology and guidelines.- Working in collaboration with Sales and Account Managers on converting sales signed contracts into projects deliveries.- Owns the delivery of technical solutions to customers as part of the implementation and customer support processes.- Solid experience in leading complex and time-critical projects and leading development teams on-shore and off-shore- Flexibility to work on both agile and waterfall projects with the relevant knowhow in both methodologies

Yakum, Il

• Leading company HLS systems (SW/HW) project during: POCs, Design, Validation, Delivery and Testing within timeline, budget and quality• Close work with projects involved parties: PMs, R&D, services, purchasing dept. and vendor/sub- contractors• coordinating and working with cross-functional teams: PMs, R&D, services, purchasing dept. and vendor/sub-contractors• Management multi project environment - in-country & offshore integration engineers• Customer facing and close collaboration during testing, integration and delivery stages

Rosh Ha-Ayin, Il

Managing support department including off shore team operationResponsible on all system integration, presale, system architecture design, project and roadmap related to VAS product (MMSC, SMSC, Voice Mail, Bulk Messaging, MDM, OTAF)Responsible for all technological solutions, and methodologies, used for design, and deployment, of the company's products.Responsible SLA, KPI and customer satisfaction.Technologies: Windows, Linux, MSSQL, Oracle DB, Clusters, Networking, Telephony (SS7, SIGTRAN, SIP,LTE), Remote control and support, Training to customers and employees.

Richardson, Texas, Us

Managing 4 support groups located in EMEA region (Russia, Israel, Ukraine and Africa) which provide ongoing T3 support in BSS domain (ComverseOne, RTB).Responsible on customer SLA, satisfaction and KPIs for all EMEA BSS customers.Tracking bugs and coordinating, planning and implementing product major releases.

Richardson, Texas, Us

Chesterfield, Mo, Us

- Support and maintain Amdocs developing tools environment / platform.- Support R&D for Amdocs unique tools (Amdocs Studio, Xtra-C).

B.A, Computer Science

B.A, Computer Science

Bachelor Of Applied Science (B.A.Sc.), Information Technology