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Operations Manager ( Korean speaker)

RM 10,000 - RM 10,000 / month

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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)