Core BTS

Operations

• Lead a team of Sales Operations Support Specialists which supports NRI’s Account Executives by providing client-facing quotes, booking orders, and addressing post-sales requests as appropriate.
• Coach Sales Operations Support Specialists on NRI and partner business processes and answer day to day questions
• Distribute incoming requests in service request management system, ensuring appropriate and efficient division of labor, meeting service level agreements (SLAs)
• Provide occasional overflow support as necessary.
• Proactively review and escalate aging requests to ensure SLA compliance.
• Coordinate time off requests and coverage for team members, ensuring adequate coverage for business operations.
• Ensure new orders are booking accurately and based on complete required information according to NRI standard business processes, and according to SLAs.
• Coordinate month end booking process, ensuring that all targeted orders are booked on time.
• Address initial escalation requests from internal and external clients including Sales, Application Solution and Design (presales engineering), and Finance teams, both for old business and new business
• Assist Sales Operations Support Specialists in directing out of scope requests to appropriate Core or partner teams to ensure requests are addressed.
• Understand the industry environment.
• Attend both internal and external meetings as needed (typically via Microsoft Teams or Cisco Webex with camera on)
• Participate in online training sessions provided by our key partners as appropriate.
• Represent and deliver on NRI goals, mission and values.
• Continually looking for ways to maximize efficiency and better meet the needs of our clients, recommending process improvements and assisting in change management activities associated with business process changes that impact the team.

Manager, Sales Operations Support

Engineer

• Develop comprehensive solutions aligned with business objectives, considering scalability, performance, security, and cost-efficiency
• Design, administer and manage multi-tenant observability platforms to monitor customer environments across cloud, hybrid, and on-premises
• Standardize and maintain observability configurations such as dashboards and alert thresholds
• Collaborate with Service Desk, NOC, and Advanced Support Team to define and support SLAs, SLOs, KPIs
• Collaborate during customer onboarding to define alerting, dashboards, and monitoring baselines
• Continuously improve noise reduction, event correlation, and escalation processes
• Participate in incident investigations using observability data to perform root cause analysis and accelerate resolution
• Design and configure automated incident resolution using native or third-party integrations
• Ensure observability solutions align with compliance and security across customer environments
• Configure integration and optimization to ITSM platform, ServiceNow
• Assist with information gathering and reporting to clients or Client Success Managers
• Collaborate with senior engineers to escalate issues as needed
• Develop, maintain and update technical knowledge base articles
• Client interactions and after hours/weekend work may be required
• Other duties as assigned and directed

Manager, Sales Operations Support

Senior Observability Engineer