Job ID:C10-058

Job Title: Support Group Leader

Division:Oil & Gas International-Customer Service

Reports to: Support Group Manager

Location: Calgary, Alberta CANADA

Telvent delivers Information Technology for a sustainable and secure world.  We specialize in solutions with high added value in four specific industrial sectors (Oil & Gas, Electricity, Traffic, and Environment) in the Americas, Europe and China.  With over 40 years experience in industrial control and business process management systems, Telvent executes projects and provides technical services in the field of mission-critical, real-time control and information management.  With a comprehensive portfolio of outsourcing and consulting services, Telvent manages IT and telecommunications infrastructure for an extensive international client base.  At the source of Telvent's success are its people.

This position is a key contributor to the International Support Group and to the growth of the International Customer Service business by assisting in achieving defined targets and initiatives.

The position is responsible to achieve Support Group goals and objectives by identifying customer requirements, providing technical solution, leading effort estimation, leading all phases (Requirements Analysis, Design, Implementation, Testing and Commissioning) of small to medium software development/software enhancements projects, applying strong troubleshooting skills to resolve difficult software and hardware problems, providing technical direction to team members, identify and target business opportunities, assist in the execution of account plans and recommend best technology solutions.

A key measure of success will be gaining the clients' acceptance of proposed solutions and successful implementation of solutions. Customer satisfaction and repeat business are other key metrics.

Key responsibilities include:

·       Design and implement application functionality by integrating new technology solutions

·       Perform system, database, application, and network capacity planning and security examinations for clients

·       Propose solutions to customers and ensure appropriate business processes are followed in implementation (Quickspec sign offs, etc.)

·       Integration of the Company's applications to third party and client developed applications

·       Analyze and address customer concerns and requirements

·       Help apply in-depth technical knowledge and diagnostic understanding to resolve some of Service's most complex client problems

·       Manage incident resolution and customer expectations

·       Identify opportunities to help customers solve their problems

·       Direct, coordinate, mentor and assist the technical efforts of other Support Group personnel

·       Understand key department and support group targets

·       Act as a secondary to the Support Group Manager (SGM)

·       Project Management of small to medium projects

·       Contribute in identifying current and future business opportunities

·       Responsible for maintaining customer satisfaction at assigned clients

·       Act as a technical escalation on day-to-day and project issues

·       Lead estimates for job costings/ quickspecs

·       Provide after-hours support on a rotation basis

·       Some travel to client sites will be required

·       Complete technical documentation, such as specs, proposals, test plans, project reports.

While assistance and training will be available, it is expected that all duties of this position will be performed under minimal direct supervision.

Technical Skills & Experience Required:

·       Adept at learning and applying new ideas and technology

·       Knowledge and experience with a strong compliment of the following: UNIX , Windows NT, XP,2000, 2003 and 2008 Operating Systems, OASyS, OASyS DNA, C, C++, VBA, Microsoft .NET, Perl, csh, SQL, Sybase, Sybase DB Admin, UNIX Tools, Networking and Diagnostic and Troubleshooting experience

·       Proven capability in S/W and System Development, System Integration, Documentation, Testing, Installation, Commissioning and Service Processes, and SCADA technology including an understanding of RTUs, PLCs, etc.

Non-Technical Skills & Experience Required:

·       Leadership, planning, decision making, problem solving, business communications, customer relationships, teamwork, quality assurance, interpersonal communications

·       Negotiations skills, influence management

·       Basic service department financial knowledge

·       Proven written communication skills and experience

·       Proven experience working with International Customers. Intensely sensitive to Customer Relationships, Cultural Values and Service

Additional Identified Beneficial Skills:

·       MS Project, PowerBuilder, Visual Basic, Web Authoring), Java, JavaScript, PHP, ASP, Internet Security, WinAPI, NT Tools, Gas Applications

·       Bilingual or Multilingual is an asset

·       A Bachelor's Degree in Engineering, Computer Science or related discipline such as Math, Physics or Geoscience, with 7+ years related post-secondary experience in software/systems development preferably in the SCADA industry including 4 years of technical expertise in a specialized area, or

·       A Technology Diploma with 9+ years related post-secondary experience in software/systems development preferably in the SCADA industry including 4 years of technical expertise in a specialized area

Resumes will only be accepted via email. For consideration to this position, please email your cover letter and resume to: hrcanada@telvent.com and reference: Job ID and Job Title in the subject line of your email.

Please be advised only candidates who are being considered will be contacted.