Manager, Customer Support Services

COMPANY DESCRIPTION

1-Net manages carrier-neutral Internet Data Centers, along with providing a comprehensive range of integrated services including network connectivity, managed services, work area recovery suite, cloud and media delivery services. 1-Nets Data Center Corridor initiative currently interconnects key data centers in Singapore to facilities quick deployment and providing a diverse connectivity options for enterprises and service providers.

DESIGNATION : Manager, Customer Support Services

RESPONSIBILITIES

**Primary Role**

The role requires the individual to oversee Customer Support Service (CSS) team to support 1-Net core business, operations and services with 24x7 service availability at multiple sites of Data Centre (DC), including management of DC network infrastructure, network operation/services and service delivery.

This role also requires the individual to be responsible for developing and implementing processes and procedures that interfaces with the sales process, various services provisioning and customer requirement support.

**Responsibilities**
- Lead and manage the team of network engineers for the operations and management of 1-Net DC Core Network infrastructure, including peering network, DC Hosting network, Cross Connect services, Data Center Corridor service and data center MMR management. Assign team resources to support daily network operations and ensuring fair distribution of assignment.
- Monitor and improve overall network performance, optimise network bandwidth utilisation and secure 1-Net Core network infrastructure from potential network security risks.
- Network capacity management to ensure adequate resources available to support business and operations needs for network services.
- Support network services for internal and external customers, response to incident escalation and coordinate team effort in determining root cause and resolving problem. To work on preventive measures such as revise SOPs, re-engineering of network architecture, upgrade/enhancement and tech refresh.
- Test and evaluate technologies for supporting new network service, contribute in planning, design and implementation of new network services.
- Ensure efficiency and effectiveness of the implemented solutions in meeting users requirements and work processes, procedures, timeliness & quality of project delivery.
- Structured cabling system implementation and cross connect provisioning
- Ensure contracted service level agreements and key performance indicators are met
- Negotiating solutions, resolving conflicts and anticipating/ handling critical situations to ensure successful delivery of service to customers.
- Manage pre-sales activities including, but not limited to RFI, RFQ & RFP preparation, solution design, technical clarification and discussion.
- Manage relationship with customers, internal stake-holders and functions. Ensure that the assigned project(s) complete & handover to customers on time.
- Develop and align network policies/process for consistent implementation across all 1-Net data centers, ensure network operations is in compliance to regulatory and certification requirement, such as IMDA regulation, ISO 22301, ISO 27001, PCI-DSS, OSPAR. Work towards continual improvement in operational efficiencies, enabling innovation, furthering productivity and delivering value.

QUALIFICATIONS
- Minimum 6 years of relevant experience
- Extensive Knowledge and experiences in networking and network devices, capable of designing and implementation of network solutions to support business and operations needs.
- Understand and have similar experiences in IP Transit implementation and operations, Internet routing, DNS management.
- Manage network operations across multiple physical sites.
- Network protocols such as TCPIP, BGP, FTP, HTTP, DNS, etc
- Knowledge of cloud service network and service provider security best practices preferred
- Must possess Network and Security troubleshooting skills and experience with management of network devices (switches, routers, firewall)
- Deep understanding and experience on Data Center structured cabling system and MMR deployments, Cross Connect planning and implementation.
- Good understanding of IMDA regulations on SBO license, ISO 27001, ISO 22301, PCI-DSS and OSPAR requirement.
- Degree/Diploma in IT or relevant Discipline.
- Certification in CCNA, CCNP is highly preferred and ITIL will be a plus
- Good command of English, both written and spoken
- Customer-oriented, patient and a strong team player
- Working location: 1-Net East (Chai Chee) and 1-Net North (Woodlands)