Job profile
As an Executive, Customer Success (Operations), you will be a member of our Customer Success Network Operations in Singapore. This department is responsible for all incident management activities. Our Executive, Customer Success (Operations) therefore take full ownership of a pending technical issue until resolved. Your primary tasks and responsibilities will be to:
· Responsible for network monitoring and fault management.
· Proactively investigate alerts and fault reports, effectively communicating with customers on matters related to incoming incidents.
· Analyse incoming incidents and proactively coordinate and drive the repair and escalation process with external providers to promptly resolve issues.
· Conscientiously register details in fault tickets.
· Manage technical escalations and resolutions between Customers and external providers.
· Manage the entire resolution process and provide customers with good assurance on the resolution of incidents.
· Ensure SLAs to customers and internal service targets are met.
· Prepare regular reports on incident management.
· Knowledge share and train other team members as required.
· Join project team meetings as necessary.
· Be a change advocate by suggesting where and how improvement to relevant workflows can be made.
Your Profile
· Completed relevant education (Telecommunications is preferred)
· Minimal of 2 years of relevant work experience.
· General knowledge of:
· Access networking technologies (xDSL, Leased Line, wireless, satellite)
· Routers/Firewalls/Switches/SDWAN Box and any other Network equipment (primarily Cisco)
· VPN solutions (public based on IPsec/SSL or private based on MPLS)
· Knowledge of SDWAN
· Network Management Systems / tools (SolarWinds ORION)
· English proficiency is a must; a second language is beneficial.
· Ability to perform shift-work.
· Intermediate knowledge level on Microsoft Office (especially Excel).
· Analytical skills and a strong communicator.
· Creative and being able to think of the box.
· Team player and no 9-to-5 mentality.
· Having the following certifications is advantageous:
· Cisco Certified Network Associate (CCNA)
· ITIL Foundation V3 or above
· Certified SolarWinds Professional
Our offer
Depending on your experience, Netsentia offers a competitive remuneration package. Most importantly, Netsentia offers a dynamic and fast-growing working environment which offers excellent career opportunities.
