High Touch Operations Manager

**Role**:High Touch Operations Manager (HTOM) **Employer**:IT Services **Working Mode**:On Site **Language Requirement**: Japanese **Job Type**:Permanent **Job Location**:Bukit Jalil, Kuala Lumpur **Experience**:5 years of experience in maximize network availability and act as the primary operational leader in front of the customer **Applicants**:Open to local Malaysian citizens Only Japanese speaker with JLPT N1/ N2 **Summary** As part of a great organization, you will be part of a dynamic, fast-paced and supportive team that will build you up as you manage the technical support for some of our biggest customers. You will be given the opportunity to work alongside many Technical Service organizations and will receive unique insight into the IT services industry all the way from pre-sales to day 2 support as an engineer focused on some of our key customers. The function of a High Touch Operations Manager (HTOM) helps customers maximize network availability and functionality to achieve their business goals. The HTOM delivers the services to customers in need to expertly manage their networks. In this role, you will be "company face to the customer," working in a fast-paced, high-impact environment as a visible contributor delivering on our commitments and being seen as an Operations Leader by both the customer and the team of High Touch Engineers. This is an opportunity for someone who possesses patience, empathy for customers, and wishes to hone their own skills whilst providing customer value. **JOB DESCRIPTION** - HTOM is a directly funded role who leads delivery of High Touch Expert Care services. - Provides reactive support and builds a relationship with the customer’s operational team(s), typically Customer Experience Centers, Service Operations or Network Support organizations. - Co-ordinate all areas of client to assist the customer in resolving their incidents as quickly as possible, maximizing availability. Acts as a point of escalation for the customer, keeping them updated throughout the life of their incident and assisting with an analysis of their incident after resolution. - Co-ordinates other Expert Care resources (i.e. Asset Manager, Learning Advisor, Technical Consulting Engineers, High Touch Engineers) to maximize availability and increase the customer’s operational efficiency. - Leads the operational section of the Monthly Business Review (MBR) and Quarterly Business Review (QBR), building trust, articulating value and providing point of view. - Develop and maintain strong relationships with customer and other technical teams. - Possess detailed knowledge of customer’s infrastructure, critical sites, operating procedures as agreed upon with customer - Work closely with Day 1 Project engineering, BCS engineering, and System Engineering teams to provide input and guidance on technical operational issues and stay across all running and upcoming projects. - Lead and drive cross functions, internal and external on critical outages and complex issues at the network level not just device level, turning around critical issues and customer sentiment - Lead Root Cause Analysis (RCA) on escalated or recurring issues (problems) and driving discussions with the customer in RCA and PIR (Post Incident Review) readout sessions. - Attend weekly/bi-weekly case review calls to drive resolution on reactive break/fix issues. - May require outside business hour engagement for critical severity escalations. **JOB REQUIREMENTS** - Requires a general understanding of the processes, procedures and systems used to accomplish the work and familiarity with the broader underlying concepts in own job family/job discipline. - Bachelors + 5 years of relevant experience, or Masters + 3 years of relevant experience. - Strong customer support process skills. - ITILv4 Foundation. - ITIL v4 Create Deliver Support desirable. - CCNA Optional. **Benefits**: - Professional development **Experience**: - Network Operations: 5 years (required) **Language**: - Japanese (required) Work Location: In person