Arman Silahli

Experience

• 

  Netas

  Nov 2006 - Dec 2009

  Global Network Product Support Engineer

  Gateway Controller Product Support Engineer.• Answers customer requests or inquiries concerning services and products.• Develops and provides software fixes for customer issues reported. • Continually maintains working knowledge of all company products and services.• Utilizes operational systems to process purchases of all products and services.• Troubleshoots and resolves customer impacting issues such as but not limited to voice & data issues that span multiple networks and interdependent network elements, considering network conditions, connectivity, devices, applications, provisioning and billing Show less

• 

  Netas

  Jun 2010 - Oct 2015

  Leader of Product Support Departments:C3 (Media Gateway Controller) MG15K/G2/G6 (Media Gateways) ERS8600 (Ethernet Routing Switch)• Manages a cross-functional team of Software Product Support Engineers and software developers forCVAS VoIP products of U.S. Company Genband, reporting to Director.• Responsible for post-GA Product management (7x24 Tier2 Support) on switching products.• Track performance of department to ensure corrective actions and developments toachieve planned objectives.• Handles ecalations for end-to-end customer experience. create a bridge that connects technical and business perspectives of customer engagements. Show less GWC-XPM Product Support Team Leader• Leads team technically to meet all the requirements of customer support terminology.• Analyses event collision and/or unexpected event handling for inter machine, system communication for real-time call-control messaging utilizing industry standard messaging protocols.• Develops and provides software fixes for customer issues reported. • Acts as a technical escalation point for hot customer issues.• Trains and develops team members based on the requirements of product needs. • Delagates team manager in absence and drive team to meet objectives. Show less

  • Global Product Support Manager

    Apr 2012 - Oct 2015

  • Senior Product Support Engineer

    Jun 2010 - Apr 2012
• 

  Verifone

  Nov 2015 - Dec 2018

  • Leads software development team to ensure software projects to be accomplished within estimated timelines with high quality • Collaborates with analysts and project managers and ensures to have a qualified product by the end of project.• Monitors resource capabilities and workload• Investigates issues escalated from the various partners• Analyzes the production defects to evaluate team member performances and identify improvement areas• Verifies estimates for software development and execution• Determines smart goals aligned with Verifone goals for team members • Determines training needs and schedules• Leading agile teams and projects for Banking applications. Show less • Manages and supervises “Development Software Support” team that diagnoses, analyzes, troubleshoots complex SW issues on POS and ECR terminals, reporting to Director • Leads team to be able to provide qualified support on Payment Systems Solutions.• Supervises product support engineers to provide sample codes for the issues where standard procedures have failed to isolate or fix problems in non-functioning applications and equipment. • Maintains lines of communication with design engineers on design, reliability, usability, installation and maintenance issues. • Sets strategic direction as required by working with development teams.• Coaches, develops, and manages programs to meet team objectives. Show less

  • Application Development Manager

    Aug 2017 - Dec 2018

  • Software Support Manager

    Nov 2015 - Aug 2017
• 

  Orion Innovation Turkey

  Dec 2018 - now

  Product Support Manager- Network Solutions Architect

  NPI (New Product Introduction) prime to create teams from scratch, define KPIs and manage them.Technically leading engineers on different teams on various Voice Over IP products in portfolio.Work with customers to resolve their problems.Escalation manager and point of contact for the products in responsibilityCross train engineers to obtain cross skills on different products.