Make an Impact by:
Product Gate Reviews:
- Conduct comprehensive reviews for a new product launch before endorsing to service delivery, ensuring that processes, SLAs are well defined.
- Ensure that all necessary documentation, deliverables, are define and can be supported both by Implementation and Operations team.
- Ensure that both Day 1 and Day 2 delivery teams are fully capable of supporting the new product, both technically and operationally, providing ongoing support maintenance and lifecycle.
- Review existing processes to identify any areas that need adjustment or improvement, ensuring the new product's processes are optimized and seamlessly integrated.
- Facilitate workshops and meetings to discuss process improvements and gather feedback from internal stakeholders.
Technical Escalation Tier 3:
- Be a focal point for the customer’s operational and technical needs and become a trusted advisor with customers by deeply understanding their network and aligning their needs with Singtel solutions.
- Act as a customer advocate internally while effectively collaborating with internal teams including Technical Assistance Center, product management, engineering, pre-sales and quality management.
- Engage directly with customers to explain technical issues, provide detailed solutions, and deliver comprehensive Root Cause Analysis (RCA) reports.
- Maintain clear and effective communication with customers, ensuring they are informed and satisfied with the technical support provided.
Advanced Support and Troubleshooting:
- Assist Tier 1 and Tier 2 with escalated issues, offering experienced troubleshooting and solutions.
- Analyze and fix complicated technical issues with SD-WAN services and infrastructure.
- Participate, lead and resolve major incidents, by attending customer crisis call until resolution, and help to push escalations to principal vendors.
- Conduct root cause analysis for recurring issues and implement permanent fixes to prevent future occurrences.
Skills for Success:
- Experience in managing multiple product portfolio.
- Must have experience working as an SDWAN or MPLS Escalation Engineer (Tier3).
- Must have strong technical skills with an emphasis on Cisco Viptela SDWAN Networking, MPLS, TCP/IP, and Security.
- Must have experience with VPNs, IPsec, BGP, security protocols, and standards.
- Knowledge in creating detailed flow charts to visually represent business processes, workflows, and technical architecture drawings.
- Strong proficiency in flow charting software (e.g., Microsoft Visio, Lucidchart) and other process modelling tools.
- Knowledgeable in understanding of business process management (BPM) principles and methodologies.
- Familiarity with LAN Wifi and network automation networks.
- Experience working with Cloud, SaaS technology provider (advantage).
- Excellent oral and written communication skills with a passion for working with customers.
- Primarily office-based and able to support on-call rotation escalation.
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