The opportunityIVRS (Integration, Verification, Release and Support) is a department within GI MACH, working with securing the quality of the MACH platform, the brain of the HVDC station. We are responsible for verification of the MACH Platform towards high level requirements and for releasing the platform to our customers. We are also responsible for making sure that our customers, mostly internal, get the support they need.IVRS is now looking for a Support Program Leader to lead our support program and to coordinate the work with ongoing support activities in the MACH platform. As the Support Program Leader you will play an important role within GI MACH, communicating with our design organizations, our internal and external customers and other MACH stakeholders. As the Support Program Leader you are also part of the IVRS Leadership Team.How You Will Make an ImpactResponsible for leading the customer support program within IVRS, i.e., leading the execution of the activities within the support program scope.Customer interface for customer defects and support requests.Manage the customer support issue backlog, including answering support requests and delivering answers and solutions to customer issues.Follow up and consolidate status, plans, and appropriate customer defect statistics.Continuously drive improvements in the defect handling process towards external customersCoordinate troubleshooting activities towards customersAct as the MACH Single Point of Contact (SPOC) for issues coming from Service and external customersDispatch product-related issues (defects and support issues), follow up, and drive them to closure in collaboration with the DOs.Ownership of MACH Issue Management Process and related templatesYour BackgroundM.Sc. or B.Sc. in Engineering or a related t…