Officer, Service Management

KEY RESPONSIBILITIES:

• Review network performance on a monthly basis with customer
• Recommend network enhancement initiatives
• Monthly meeting to build rapport and confidence with customer’s network
• engineers
• Investigate outages and prepare RFO with recommendations on corrective and
• improvement action plans
• Ensure all reported problems for customer are resolved in a timely manner
• Take ownership in handling and managing fault outages
• Be an SPOC for all issues relating to the management of customer’s networks
• Be pro-active and formulate pre-emptive solution against service/network failure.
• Impact analysis on customer’s network and overseeing the entire planned
• maintenance cycle
• Develop customized processes for customer
• Continuously look for new ways to improve the technical and customer relationship grade of services to improve customer satisfaction.
• Manage Change Activities

REQUIREMENTS:

• Minimum 1 years working experience in Telecommunications industry
• Experience in corporate telecommunications and networking are added advantage
• Service management experience preferred
• ITIL certification preferred
• Experience in Telecommunications industry in the Operational and/or Service
• Delivery field
• Experience in customer service environment
• Have a passion for customer service and possess excellent customer handling skills
• Possess commercial and business awareness
• Possess interpersonal and communication skills in a multicultural environment
• Good at planning and organization
• Customer focus
• Independent and capable of decision making and problem solving
• Knowledge in IP and other WAN technologies (e.g.: Leased Line, MethoEthernet, etc)
• Highly motivated and able to work independently under pressure.
• Must be willing to commit to standby coverage
• Good in report writing and presentation skill
• Required languages: English & Mandarin - able to speak, read and type as role requires candidate to serve the Singapore and China market.

Only shortlisted candidates will be notified.