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Service Management, Service Manager
7 months ago
**Responsibility**:
- Build service relationships with clients and handle key strategic accounts.
- Act as a single point of contact (SPOC) on operations matters.
- Oversee day-to-day fault management for critical or escalated incidents, including 24x7 on escalation call.
- Take ownership in handling and managing fault outages.
- Provide regular updates and ensure timely fault resolution for critical or escalated incidents.
- Investigate outages and prepare RFO with recommendations on corrective and improvement action plans.
- Oversee the entire planned maintenance cycle for customer’s critical services.
- Manage the performance of services to clients as agreed in the contract and ensure that the Customer Experience scores are achieved.
- Conduct monthly network performance reviews, which include presenting monthly network availability reports, developing improvement plans on prolonged outages, found no fault, repeated fault, chronic problems, etc., and updating or reviewing any improvement plan.
- Recommend network enhancement initiatives.
- Be proactive and formulate preemptive solutions against service/network failure.
- Continuously look for new ways to improve the technical and customer relationship grade of services to improve customer satisfaction.
- Review network performance monthly with the customer and hold monthly meetings to build rapport and confidence with customer’s network engineers.
- Ensure all reported problems for the customer are resolved in a timely manner.
- Perform impact analysis on customer’s network.
- Manage change activities.
- Handle additional important duties as required.
**Experience and Skill Requirements**
- Minimum 2 to 3 years of working experience in the Telecommunications industry, preferably in the Operational and/or Service Delivery field.
- Experience in corporate telecommunications and networking is an added advantage.
- Must have a Diploma in Telecommunication, Computer Science, Computer Engineering, or Electrical Electronics.
- Must have knowledge of Networking Protocol (BGP, OSPF, EIGRP, RIP2) and WAN technologies (SD-WAN, NFV, MPLS, Leased Line, IP-VPN, Cloud Computing, VMWave).
- Service management experience is preferred.
- ITIL v3 Foundation or CCNA certification is an added advantage.
- Experience in a customer service environment with a passion for customer service and excellent customer handling skills.
- Possess commercial and business awareness.
- Possess interpersonal and communication skills in a multicultural environment.
- Independent and capable of decision making and problem-solving.
- Good at planning and organization with a customer focus.
- Highly motivated and able to work independently under pressure.
- Must be willing to commit to standby coverage.
- Good in report writing and presentation skill.
**Work Schedule**
- **Business Hours**: Monday to Friday, 8:30 AM to 6:00 PM.
- **Additional Responsibilities**: You are required to be on standby after business hours depending on operational needs.
**Company Mobile Phone**: You will be issued a company mobile phone that must be always carried with you for seamless communication and responsiveness.
**Additional Points**:
- **Mobile Device Policy**: Personal mobile phones are not permitted in specific work areas for security and focus. Dedicated lockers will be provided for storage during those times.
- **Work Location**: This role is on-site at our facilities. We currently do not offer hybrid or work-from-home arrangements for this position.
**Probationary Period**: New hires undergo a three-month probationary period during which your performance will be evaluated.
**Job Type**: Permanent
Schedule:
- Day shift
**Experience**:
- Telecommunication Industry: 2 years (preferred)
- Computer networking: 2 years (preferred)
- BGP, OSPF, EIGRP, RIP2: 3 years (preferred)
