Premium Support Engineer Smax

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**Responsibilities**:

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- Integrate technical knowledge and business understanding to create solutions for customers.
- Mentor/consult with team members, other organizations, customers, and vendors on the most complex issues.
- Resolve technical and business incidents independently. Mentor/assist less-experienced team members on complex incidents
Deliver strategic account support through proactively maintaining high-level technical, operational expertise and understanding of industry trends.
- Anticipate, understand, and position the perception of system problems and deliver service needs at different management and functional levels.
- Lead Mission Critical delivery team in planning, delivering, and managing complex support Design, deliver, and manage delivery of industry specific solutions.
- Maintain high-level expertise in area of focus and stay abreast of future technology directions
- Create and deliver Value Based Delivery (VBD) plans for assigned accounts.
- Lead Customer Expectation management as part of escalation process.
- Consult with executive customer management to achieve IT operations excellence.
- Contribute to tasks outside normal Mission Critical Support Specialist/Mission Critical account support or geographic (district or country) scope.
- Analyze the customer's business, organization, and information systems needs.
- Develop and grow assigned customer account relationships with complex and strategic accounts.
- Act as trusted advisor in the consultant role for customer and the company's sales teams.
- Anticipate, understand, and position the perception of system problems and deliver service needs at different management and functional levels.
- Lead Mission Critical delivery team in planning, delivering, and managing complex support Design, deliver, and manage delivery of industry specific solutions.
- Maintain high-level expertise in area of focus and stay abreast of future technology directions.
- Create and deliver Value Based Delivery (VBD) plans for assigned accounts.
- Lead Customer Expectation management as part of escalation process.
- Consult with executive customer management to achieve IT operations excellence.
- Contribute to tasks outside normal Mission Critical Support Specialist/Mission Critical account support or geographic (district or country) scope.

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Education and Experience Required:

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- Bachelor's degree preferred or Associate degree holder (technical field) with 8+years working experience in related fields desired.

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Knowledge and Skills:

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- Broad knowledge of corporate policies, products, markets and processes, as well as an understanding of business management principles and practices.
- Thorough knowledge of company products and services offerings, company organization, competition, third party products and market trends.
- State-of-the-art technical, functional or business knowledge.
- Expert in one or more industry or advanced specialty areas.
- Anticipate Customer needs, develop proposed solutions, and build consensus with customer key decision makers.
- Capable of consulting with Customers for process design, development and implementation.
- Thorough understanding of change management process and procedures.
- Expert skills in project management, analysis, communication, presentation, innovation and negotiation.
- Delivery expertise in at least two or more specific specialty skills. Eg. (ITIL, performance, Change management).
- Mission Critical and ITIL certifications.
- Certified in a strategic business direction (e.g. SAN, SAP, OpenView, ITIL), certification tied to the company's key business strategies with associated revenue.
**Job**:
Services**Micro Focus is proud to be an Equal Opportunity Employer. Prospective employees will receive consideration without discrimination because of race, colour, religion, creed, gender, national origin, age, disability, marital or veteran status, sexual orientation, genetic information, citizenship or any other legally protected status