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Global Communications Operations Manager

1 week ago

Kuala Lumpur, Kuala Lumpur, Malaysia Soprano Design Full time
What We Offer:
At Soprano Design, we value our employees' contributions and well-being. We offer competitive salaries, rewards and recognition programs. We're a lover of hybrid working, and this allows us to stay connected to our global teams while allocating time to do the things we love. We pride ourselves on building technology for the future of communication that creates richer meanings, deeper trust and better connections. We are committed to a workplace environment where every employee is respected and empowered to be their best selves at work.

Job Details:
This is a professional operational role focused on the ongoing maintenance of Soprano Group production deployments servicing our global customers. The role monitors systems performance and service health and responds to incidents and facilitates the restoration of services to nominal states. It also assists with customer support ticket escalations and maintains a low level of support tickets and assisting Customer Services team in handling customer issues.

Key Responsibilities:
  • Monitoring platform alerts and system performance.
  • Provide Level 2 support by monitoring alerts through the alert console and triaging them effectively.
  • Ensure service restoration within acceptable SLAs and further escalate any major incidents timely to the Level 3 engineers.
  • Managing incidents and providing high-quality support. Addressing incidents efficiently, by gathering/logging all necessary information for troubleshooting and resolving user incidents.

Requirements:
The ideal candidate must possess at least a Diploma, Advanced/Higher/Graduate Diploma, Bachelor Degree in Computer Science/Information Technology/Telecommunication or equivalent. Strong analytical, problem-solving and solution-oriented abilities are required. Excellent English written and verbal communication skills are needed to work in a geographically diverse and cross-cultural global team. Familiarity with networking concepts, cloud platforms like AWS highly desirable. Some familiarity with Linux Operating System and SQL database would be great to have.