TOMIA

• Provide remote support for TOMIA’s Network Services software • Handle T2-3-3+ tickets • Install, integrate, and configure solutions • Analyze system outputs in relation to client requirements • Produce detailed feature request documents • Perform troubleshooting and debugging on system issues • Document customer issues in tracking tool • Ensure time tracking accuracy for cost charging purposes

• Resolve complex technical issues across MACH platforms • Act as the primary technical point of contact for assigned customers • Proactively monitor customer environments and identify risks • Support onboarding, integration, and ongoing optimisation • Work closely with Product & R&D to escalate and resolve defects • Build strong relationships with customer technical and operational teams

• Own the end-to-end product strategy, roadmap, and execution across MACH portfolio • Lead and integrate Product Management and R&D/Engineering teams globally • Drive product P&L performance, including pricing, margin, and investment decisions • Ensure on-time, high-quality delivery of product releases aligned to roadmap • Define and implement engineering strategy, architecture direction, and development standards • Translate market trends (AI, automation, roaming evolution) into scalable product innovation • Work closely with Sales & Marketing to deliver clear value propositions and successful GTM execution • Engage key customers to ensure solutions address real operational and commercial pain points

• Oversee global delivery of customer projects and managed services • Ensure operational performance across onboarding, delivery, and support • Drive customer satisfaction and retention through strong execution • Work closely with Product & R&D to align delivery capability with roadmap • Lead operational transformation and continuous improvement initiatives • Manage escalations and ensure timely resolution of customer issues

• Validate business requirements and ensure solutions meet end-user expectations prior to production release • Collaborate closely with business stakeholders and developers to execute UAT scenarios • End-to-end testing + support for UAT • Ensure timely completion of UAT activities within project timelines • Configuring Roaming Agreements and updating data according to GSMA standard documents

• Define, plan and deliver services to ensure 24x7x365 customer support • Proactive value-add customer operational assistance to ensure overall customer satisfaction and retention • Maximize the commercial value of each customer under maintenance and managed services contract with Telarix • Hire, professionally develop, and retain a high-quality, high-intensity customer support team • Work closely and manage the GSOC to ensure perfect coordination of support requests • Ensure major improvements in internal and external communication through automation • Data analysis-driven, implement relevant measurements to proactively resolve issues and implement improvements • Calibrate support investment (staff, travel/living, tools) • Review and adapt the entire scope of work of the M&MS organization to reinforce accountability and measure productivity and performance • Provide sales and marketing support when required for customer engagement and quarterly business reviews • Provide monthly and quarterly analysis of ongoing support performance

• Act as the main commercial contact for assigned existing accounts, managing daily communication and strategic planning. • Drive account development, retention, and expansion through understanding customer needs and identifying growth opportunities. • Build and maintain strong, long-term customer relationships at all levels. • Collaborate with internal teams (Product, Delivery, Finance, Marketing) to ensure TOMIA delivers high-value solutions. • Forecast and manage account revenues, renewals, and pipeline with high accuracy using Salesforce. • Support regional sales targets through renewals, add-on sales, and limited new-logo acquisition. • Develop account strategies and quarterly account plans that align with TOMIA’s commercial and operational objectives. • Identify at-risk accounts and drive proactive engagement plans to retain business. • Represent TOMIA at customer meetings, workshops, and industry events.

• Participate in full lifecycle software development activities • Develop and Test in a Scrum environment • Responsible for Core Clearing Deliverables • Maintain Quality of releases • Coordinate with different levels and teams like UAT, Dev, Operations etc. • Fix Production issues • Documentation and release notes • Work on emergency cases at any time • Support other teams in adhoc requests.

• Handle customer requests via Ticketing system or Email. • Monitor the Organisation Infrastructure and Applications via Monitoring Tools and Emails. • First level support to customer requests and acknowledge the request. • Escalate alarms and issues on time to the next level. • Report generation and updating to stakeholders of the organisation.

• Directing the sales strategy for your territory. • Responsible for the tactics and action plans to attract, engage, and win new business for the organisation and consolidate and grow business with existing clients, including renewals and upselling professional services. • Collaborating within your established network, establishing new leads and converting opportunities into revenue generating accounts. • Work independently – leading by example to drive accuracy in forecasting and real achievements in identified target customer accounts. • Drive business profitability and key commercial growth strategies.