IVMS Backend Executive New Renaissance Technology Services LLC

Job Summary / Scope The IVMS Backend Executive will provide high-end technical and operational support for IVMS, telemetry, and telecom products to end users. The role requires end-to-end ownership of customer issues, including both technical and non-technical matters, ensuring high service quality and customer satisfaction. The candidate will collaborate closely with internal teams, field technicians, vendors, and customers to improve overall customer experience while meeting individual and team performance objectives in line with NRTS values. Key Responsibilities Technical & Backend Operations • Perform device-level configuration for IVMS / telemetry devices • Handle device registration and activation on servers • Monitor and manage server activities related to tracking platforms • Conduct new device testing and validation • Perform remote troubleshooting and backend diagnostics Customer Support & Service Management • Provide email and call support to customers and field technicians • Ensure 100% uptime and account health for assigned customers • Take complete ownership of customer issues until closure • Coordinate with internal and external teams to resolve incidents efficiently Service Revenue & Commercial Support • Support service revenue generation activities • Handle service invoicing and ensure same-day invoicing • Manage web access renewals for assigned customers • Ensure 100% adherence to ERP processes Coordination & Operations • Client coordination for assigned customer accounts • Stores coordination for device procurement, testing, installation, and support • Support technical deliverables and prepare technical presentations for clients Key Performance Expectations • High customer satisfaction and issue resolution efficiency • Revenue support and accurate invoicing • Compliance with ERP and internal operational processes • Strong coordination across technical, stores, and field teams Knowledge, Skills & Abilities • Proficiency in Microsoft Outlook, Gmail, and MS Office tools • Strong technical debugging and troubleshooting skills • Good understanding of IVMS, tracking systems, telemetry, or IoT solutions • Strong analytical and problem-solving abilities • Good technical documentation and presentation skills • Good command of English (written and verbal) Qualifications • Diploma or Bachelor’s degree in IT, Electronics, Telecommunications, or related field • 2+ years of relevant experience in IVMS / tracking / ICT backend operations What NRTS Offers • Stable career opportunity with a leading ICT company in Oman • Exposure to large-scale IVMS and government projects • Professional growth and skill development • Supportive and collaborative work environment