Service Operation

Job Description:-

• Execute and Deliver Service Operation Management’s Roles, in two shifts rotation 16 hours per day, 5 days per week, which includes Network and Service Surveillance, Quality and Performance Trouble Ticket, NTT SFR, Tech Alert and facilitate stakeholders in generating workaround and service restoration, thus ensures the achievement of the agreed KPIs
• Deliver 1st level service fault escalation management (Quality and Performance Trouble Ticket TT INC/CM-WO Creation, Escalation E2E Until Closure) to external parties including On Site Services (OSS), 2nd Level Support, Roaming Partners, MVNO, OLNOS, Domestic Roaming and  ISP
• Maintain the Network Disaster Communication and Network Status Health Update to Senior Management (SVVIP Updates) and customer service RTFM Aegis.
• Perform fast update on any service degradation alerts and escalating complex incidents to the element’s Subject Matter Expert (SME) group, thus ensuring network failures are resolved
• Monitor and control the customer’s complaint resolution performance to close any gap with available Network-based KPI, support the activities to ensure good service quality in locations
• Consolidate information and recommendation between multi parties involved in action plan for service performance improvement especially with NOC, Operation, Quality and Planning
• Execute the appropriate actions in creating Siebel Centouch NTT SFRs and Tech Alerts, dispatching Complaint/Performance TT for fast corrective and follow-up until service improvement and restoration.
• Provide hands-on advisory to customer complaint and service performance surveillance and monitoring teams in finding solution in resolving technical problem affecting customer experience
• Translate and operationalize the information security control and practice at  SOC and in compliance with Enterprise Information Security Policy, standard and procedures.
• Provide updates through daily routine utilization on ISP, GRX and service APN traffic trending
  Analyze and fast alert on any service failure, degradation and CE threshold breach using multiple platforms such as CIA (Zhilabs) and Social Media Listening Platform (Talkwalker)

Job Requirement:-

• Candidate must possess at least a Bachelor's Degree, Post Graduate Diploma, Professional Degree, Engineering (Computer/Telecommunication) or equivalent.
• At least 3 year(s) of working experience in the related field is required for this position.
• Broad cross functional experience in 2G, 3G, 4G, understanding of IP telecommunications, Optimization and Operation.
• Able to work on multi-task situations, with 2-shift rotations
• Confident, Flexibility and able to work under stressful situation.
• Analytical, lateral and innovative thinker.
• Strong interpersonal and facilitation skills.
• Attention to detail, with excellent problem solving ability
• Good written and verbal communication skills
• Preferably Senior Executives specializing in Technical & Helpdesk Support or equivalent.
• Full-Time and Contract position(s) available.

Location:-

• Kuala Lumpur
• Selangor