Sr. Customer Service Executive

Job Description

Responsible for managing day to day field network operations
and maintenance, in the respective areas of Network (Subsea Cable
System/DWDM/Ethernet/other domains). This includes- internal network/ customer
change requests, platform uptime, incident management, problem management, CFT
/ OEM Interlock, and escalation support for the operations. This is a field
operational role, responsible for delivering results that have a direct impact
on day-to-day operations.

Responsibilities

• Operations
  and maintenance support of network equipment -DWDM/SDH/Ethernet/IP/MPLS,
  Transmission Equipment, Submarine Cable Landing Stations' SLTEs

• Resolve
  proactive and reactive L1 faults arising in the network equipment or
  individual customer circuits by analyzing, troubleshooting and incident
  response on the system. Communicate with NOC technicians and/or local
  service providers and track those problems through to resolution

• Service
  Delivery/Provisioning support of Carrier/Metro Ethernet, SDH/DWDM,
  IP/MPLS, Voice, International customer / backbone circuits and last mile
  links through daily interaction with internal Service Delivery teams.
  Responsible for layer-1 & layer-2 testing using optical test equipment

• Installation
  and Commissioning of Transmission/DWDM, IP/ MPLS, Ethernet, Voice or any
  other network devices through internal projects and perform upgrades
  within the existing system as per the project plans and scope of work
  provided by Engineering/ PM

• Supporting
  submarine cable repair by performing required operations in the PFE,
  running COTDR tests as required through interactions with the cable repair
  ship that carry out the subsea cable repair work on a 24/7 basis

• Maintaining
  accurate inventory of hardware assets (periodic physical asset audits),
  upkeep perfect circuits/networks records, timely update of OSS/BSS tools,
  adhering to all internal/external audit requirements including the upkeep
  of the accuracy of all network operations relevant data, follow all
  internal process/procedures diligently

• Requirement
  to perform rotational shift and weekly 24/7 standby duties. Involves
  frequent travelling to multiple other PoPs (around 20) within Singapore
  for the operation and maintenance related activities. Travel, when
  necessary to overseas PoPs/ network sites in Malaysia, Indonesia,
  Thailand, Vietnam, Bangladesh, Brunei for the network implementation/
  deployment works

• Perform
  network circuits migration (physical/optical layer migration of multiple
  links from one device to another in a phased manner to meet network
  infrastructure's new platform upgrades)

• Ensure
  necessary coordination on certification field level testing. Coordinate
  with the technical teams for new enhancements issue resolution

• All
  or any other work arising out of the business/operations requirement -not
  limited to maintaining the sanity/ hygiene of the datacentre environment,
  movement of hardware assets within Singapore offices, carry out any ad hoc
  jobs

• Track
  and monitor the environmental performance to ensure minimal interruption
  to network transmission and or network switches

• Lead,
  drive and monitor all maintenance and cost savings activities related to
  facilities including facility maintenance and thereby ensuring sufficient
  focus on optimizing the cost of facility infrastructure while maintaining
  reliability both in terms of operations and capital investments

• Create
  and maintain infrastructure necessary for the growth and upkeep of field
  and network operations to drive network efficiency and availability

• Operational
  role responsible for setting objectives and delivering results that have a
  significant impact within the context of a wider operational area.
  Identifies problems and updates or modifies working methods in own role
  without the benefit of defined procedures

Desired Skill sets

• A
  fast learner with multitasking skills and ability to work under pressure
  and perform given task with minimal to no supervision

• Possess
  analytical and troubleshooting skills and knowledge that allows you to
  adapt effectively in dealing with unfamiliar issues, challenges and
  problems

• Good
  understanding and working knowledge of domain and related technologies: SDH,
  DWDM/ submarine cable system operations, Ethernet technologies and
  structured cabling. Should have used and be familiar with SDH/DWDM,
  Ethernet, OTDR, COTDR network testing equipment

• Networks
  Project Implementation, migration of circuits/equipment experience

• Troubleshooting
  experience of network, equipment and service level faults

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