Technical Support Manager
2 weeks ago
Customer ExperienceSingle point of contact (SPOC) on operations matters and to build service relationships with clients.Oversee day-to-day of handling and managing fault management for critical/escalated incidents (24x7 on escalation call).Provide regular updates/conduct investigation to ensure timely fault resolution for critical/escalated incident/outages and prepare RFO with recommendation on corrective and improvement action plans.Overseeing the entire planned maintenance cycle for customer's critical services and to develop customized processes and support to meet customers' special needs.Plan and develop local loop project implementation schedule with local Telco vendors. Monitor and track critical project timelines associated with activities such as provisioning, testing, circuit acceptance and handover to customer, as well as ensuring end-to-end services is successfully commissioned by the customer requested date.Work closely with HQ/NOC and other Telco providers to track and monitor customer's trouble-ticket and fault restoration progress closely. Initiate escalation to higher levels and relevant parties for support during restoration of complex technical problems to enable faster restoration of service/system problems.Conduct investigation on circuit outage problems and to determine root cause analysis as well as preventive measures and actions that would be taken by the local Telco vendors to reduce recurring problems in their network.Manage, monitor, evaluate and work with outsourced language helpdesk to ensure 24X7 helpdesk service quality.
Service Improvement & InnovationProvide SD-WAN Product service customer-site support for both new Viptela box installation and service maintenance/ hardware replacement (leverage on SGOO presence and IP skillset).Provide customer-site support for post-sale EDMS Managed CPE service with fault incident/maintenance remote hands support covering hardware/software (leverage on SGOO Telco WAN and IP skillset).Support IP engineering and IPNS in the deployment and installation of new NFV network platform Servers in SGOO POPs (core site countries).Provide in-country activities, infrastructure build and OLLC providers coordination for OLLC migrations/ re-built for the Cost optimization projects.Present monthly network availability report and update or review any existing improvement plan or develop improvement plan on prolong outages, found no fault, repeated fault, chronic problem, etc.
Operations Excellence:Support Korea region C'Plus POP equipment & infrastructure network uptime/ service.Support and implementation of all Engineering projects.
Skill for success:Diploma / Degree in Computer Science / Engineering or equivalent.4-5 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).Must possess Korea's NTQ (National Technical Qualification/통신관련 기사 또는 산업기사) related in telecommunication certification.Experience in customer service environment or being service management.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 Korean to liaise with Korea's internal and external stakeholders.Good in report writing and presentation skill.
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