Service Operation Center

2 months ago

Cyberjaya, Malaysia Extreme Broadband Sdn Bhd Full time

**MAIN ACCOUNTABILITIES**
- Perform day to day technical support and fault management for all network products and services, monitoring alarms on customer router and DDoS.
- Manage day-to-day operational matters and functions of the SOC including daily traffic health reporting.
- To manage customer service problem/network outage as per SOC processes and procedures
- To adhere to SOC processes and Standard Operating Procedures (SOP)
- To perform escalation as per SOC processes and procedure during service problem/network outages
- To perform first level troubleshooting during service/network outages
- To perform escalation as per SOC’s procedures especially for cases involving the Core Network and/or Physical Last-Mile Access Layer.
- To manage customers during service/network outages
- To do escalation to other Department such as TAC/System during outages according to the SOP
- Responsible for problem/incident management, tracking of all issues, escalation and reporting according to the establish SOP
- To monitor network and services as per SOC processes and procedures
- To manage Data Center access as per SOP and adhere to customer’s visit as well requests.
- To well versed with Telegram and fast learner.
- To provide monthly reporting & incident reports to the customer
- To provide Incident report for every fault was raised.Rebooting or power cycling an equipment
- Resetting of sub-equipment by ejecting the device and re-inserting it
- Reading serial numbers on the equipmentRelaying status of the equipment status indicators
- Pushing a button or toggling a switch
- First-time patching for newly laid JB cross-connect order
- Providing visual verification (remote eyes) to assist troubleshooting efforts
- Plugging in a console port for remote management
- Troubleshooting your equipment with your assistance
- Taking inventory or taking digital pictures of your equipment/ allocated rack space within the data centre
- Assisting with physical installation, relocation or movement of your equipment

**REQUIREMENTS & SKILLS**
- Flexible individual who is able to adapt well.
- Able to handle pressure as job scope entails meeting high standards of organizational KPIs
- Willing to work on 24 x 7 shift and standby.
- Proficient in written and oral English and Bahasa Malaysia.
- Minimum qualifications: Degree in Data Communications and Networking, any Engineering field.
- 1 to 2 years’ experience in a Network Operation Centre environment.
- Fresh graduates are encouraged to apply.

**Job Types**: Full-time, Permanent, Fresh graduate

**Salary**: RM2,300.00 per month

**Benefits**:

- Meal allowance

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