Sgo Officer

RESPONSIBILITIES
- Manage remote centralized provisioning activities of OLLC for international circuits that requires Overseas Local Loop Circuits (OLLC). Engineer shall also provide services to enable the centralization of remote provisioning of these circuits across the world
- Manage, track, update and closure of all OLLC works-orders as per different stages of the OLLC implementation process, leading to successful delivery.
- Contact the SGO in-country End Customer to confirm the End Customer installation address (as per OLLC Order) and End Customer preparation of their site readiness (includes End Customer equipment rack & power supply, in-house cabling work).
- Follow-up with OLLC partners/LSPs for Order Processing Delivery Date confirmation, and OLLC Implementation Activities
- Provide troubleshooting support to OLLC field team or onsite engineer if needed
- Co-ordinate with OLLC partners/LSPs for progress updates on OLLC implementation activities such as end-customer site survey and the completion of OLLC connecting from Customer Global Office PE demarcation to Customer PE router via the overseas Partner/LSP network.
- Escalation to OLLC partners/LSPs for prompt resolution of provisioning delay/s affecting OLLC implementation as to ensure successful completion of the OLLC as per committed to OLLC delivery date.
- Intervene and co-ordinate with OLLC partners/LSPs and in-country end-customer to resolve customer site access issues (site readiness) and customer Building-Management-Office (BMO) issues (in-house wiring, fiber/cable demarcation, etc..) where appropriate
- Co-ordinate between OLLC partners/LSPs and in-country end-customer site access and test support issues, where applicable.
- Ensure OLLC test results/record and handover documentation are completed and ready to be handed over
- 24X7 shift coverage

DOMAIN KNOWLEDGE REQUIREMENT
- Very good understanding of Global Telecommunication / IT services E2E flow, L2, L3 networking knowledge
- Medium level Telecom Project Management (co-ordination with multiple stakeholders to deliver the different try of services
- Must be good in handling customer calls, tracking order progress and following/escalating up with the different team in order to deliver order on time
- **Read, Written, and Spoken Japanese** is mandatory language support required for orders that require SGO Remote Provisioning from non-English speaking countries (Japan, Korea, China) - This requirement for Malaysia location only

**Personal**
- A high degree of initiative and flexibility
- Good interpersonal skills in order to work effectively with different groups of people with diverse backgrounds
- Must have good communication skills (verbal and written)
- Able to build good customer relationships at all levels.
- Ready to support Night and weekend based on rotation.

**Job Type**: Permanent

Schedule:

- Day shift

**Experience**:

- Global Telecommunication / IT services E2E flow: 3 years (preferred)
- Customer support: 1 year (preferred)
- L2, L3 networking knowledge: 3 years (preferred)

**Language**:

- Japanese (required)