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Officer, Service Management

Salary undisclosed

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Job 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

Job 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.
  • Good in report writing and presentation skill