Strategic Role:
Plan and drive the end-to-end service delivery processes via effective and optimum end to end program management, to ensure successful service provisioning, service fulfilment, quality assurance and Field Supports in timely manner in line with TM’s goals and vision of world-class service fulfilment towards operational excellence, in accordance with agreement (SLA/SLG/RFS) and industry standard aiming to expedite revenue growth and customer loyalty.
Key Responsibilities:
- Lead the overall technical support functions of company’s bandwidth and data products.
- Manages client satisfaction from all levels, commitment and expectation to the service level agreed upon and ensure timely escalations were manage adequately.
- Responsible for the 24x7 customer post-sales support & field support
- High level of expectation to establish great working partnership with Solution Consultants and partners in order to adequately conclude negotiation.
- Effectively translate business case into technical and budgetary proposal.
- Collaborates in discussions with Global Business Division and Product Development Units on market trends, new products, budget and service delivery issues
- Maintains proper technical and network records of all business technical transaction and customers information
- Maintain a strong knowledge of company products and offerings, including our value added services and competitive positioning in the market industry.
- Managing successful service activation of orders from initiating, planning, executing, controlling, and closing.
- Performs other duties as assigned by the Manager & Country Director
Job Requirements:
- Candidates preferably possess a good diploma or degree in Telecommunication or Information Technology
- Candidates must have at least 3 years experiences in wholesale bandwidth and data platform
- Possesses good (hands-on) network and configuration knowledge on CISCO & Juniper router series equipment
- Proven track record in managing bandwidth and data equipment. Also, must be able to handle several complex customers’ request/tasks simultaneously
- Strong knowledge in MS office and able to create formulas from excel effectively
- Good technical feel and business writing skills
- Having strong customer focus and strong integrity
- Demonstrated ability in interpersonal communication and presentation skills
- Positive working attitudes, able to work independently
