Customer Experience
- To build service relationships with clients.
- Single point of contract (SPOC) on operations matters.
- Oversee day-to-day fault management for critical/esclated incidents (24x7 on escalation call).
- Take ownership in handling and managing fault outages.
- Provide regular updates and ensure timely fault resolution for critical/escalated incident.
- Investigate outages and prepare RFO with recommendation on corrective and improvement action plans.
- Overseeing the entire planned maintenance cycle for customer's critical services.
- Develop customized processes and support to meet customers' special needs.
Service Level
- To manage the performance of services to clients as agreed in the contract and ensure that the Service Levels are achieved.
- Conduct monthly network performance review that basically covers the following:
- Previous meeting minutes.
- Present monthly network availability report.
- Develop improvement plan on prolong outages, found no fault, repeated fault, chronic problem, etc.
- Update or review any improvement plan.
- Recommend network enhancement initiatives.
Service Improvement
- Continuously look for new ways to improve the technical and customer relationship grade of services to improve customer satisfaction.
Skills for Success:
- Diploma / Degree in Computer Science / Engineering or equivalent.
- 2-3 years in the Telecommunications industry in the Operational and/or Service Delivery field.
- Knowledge in Network Protocol and Networking WAN technologies(e.g.: Network Protocol: OSPF, BGP, etc).
(e.g.: WAN technologies: Leased Line, MPLS, VPN, Internet, Metho Ethernet, SD WAN, NFV, Clouds, Security etc).
- ITIL v3 Foundations certification.
- CCNA and Lean Six Sigma is an added advantage.
- Experience in corporate teleommunications and networking are added advantage.
- Service management experience preferred.
- Experience in customer service environment.
- Have a passion for customer service and possess excellent customer handling skills.
- Possess commercial and business awareness.
- Possess interpersonal and communication skills in a multicultural environment.
- Good at planning and organization.
- Independent and capable of decision making and problem solving.
- Highly motivated and able to work independently under pressure.
- Good communication and written skills in English.
- Good in report writing and presentation skill.
