Operations Manager

2 days ago

Kuala Lumpur, Malaysia Abhidi Solution Private Limited Full time

_**Job Title : Operations Lead (Korean speaker)**_
- **Work Location: Kuala Lumpur**_
- Operation Leads is a directly customer 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-ordinates all areas 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 relationship with customer and other 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 Types**: Full-time, Permanent

Pay: From RM10,000.00 per month

**Benefits**:

- Health insurance

Schedule:

- Fixed shift
- Monday to Friday

**Language**:

- Korean (required)

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