Manager - Service

Job Description

The Responsibilities of the Role:

• Implement and test standard to complex voice, signaling, messaging and mobile data service solutions meeting customer demands (service activation).
• Participate in the network maintenance activities (Software upgrade, migrations) and handle network alarms till the fix (network repair), sometime in collaboration with the network vendor.
• To implement and test standard to complex Signaling, messaging and mobile data service solutions meeting customer demands.
• You are the subject matter expert on all Signaling, Messaging and mobile IP products and services.
• You must be capable of working independently as well as taking directions to accomplish both short term and long-term objectives. In depth OSI layer stack, data network knowledge is required for this position.
• Work closely with customers and internal resources to effectively manage customer expectations and satisfaction.
• Communicates with the team members and answers their questions.
• Manages all problems of the team in a closed loop.
• Must have the sense of time management, performs time planning for each type of business, and exports business schedules.
• Support the Contact Centre in achieving its agreed service levels, Quality Standards and any other KPIs as communicated by Operations.
• Daily operational review of individual desk and able to provide justification for failures (if any).
• Respond to questions from all members in a timely and professional manner, regardless of their skill level, attitudes, requests, or demands.
• Provide topics of discussion to maintain the natural flow of the message.
• Collaborate with other departments to manage reputation, identify key players and coordinate actions.
• Conduct regular team meetings and buzz sessions to ensure that two - way communication is maintained between team members and management.

Technical Skills:

• Strong skills in technical troubleshooting.
• Proficiency in a multi-system environment.
• Basic web-based application skills including Internet navigation and search experience on a computer.
• Basic Personal Computer (“PC”) skills.
• Functional understanding in networking. This includes hardware and software for networking.

Personal Quality Requirements:

• Possessing strong organizational and coordination skills, the ability and methods to effectively motivate the team, and good management and communication skills.
• Experience of report preparation and good writing skills are required.
• Clear utterances and good expression skills; strong logical thinking ability; hardworking and strong sense of accountability; good teamwork and service consciousness; a strong communication and expression ability, and the competence to play by ear; as well as good organizational and coordination skills, and the ability to work under pressure.

Skill Requirements:

• Candidates will need in depth knowledge of the signalling STP/SCCP connectivity, activation, testing and reporting.
• Strong knowledge of IP routing protocols as a whole, IPVPN, MPLS, QoS, BGP, and a working knowledge of transport networks.
• Moving around in the OSI 7-layer stack from Layer1 to the application layer.
• Mobile messaging SMS P2P and A2P knowledge is highly desired.
• Validate, test and deliver the service with customers.
• Interconnect customers on various IP services (GRX, IPX Transport (4G and 5G) L3VPN, SIGTRAN, LTE, DRA SMS).
• Interact with our Service Fulfilment department in other regions around the globe.
• With our design department and Service Delivery Managers, you ensure customer projects are implemented according the defined high- and low-level design.
• Very strong customer focus.
• Good analytical skills and problem-solving skills.
• Able to take initiative, flexible and stress resistant.
• Team spirit, good collaboration with others.
• Excellent communication skills in English, both written and spoken.
• Able to follow and adapt to fast moving technical environment.
• You master IP routing (Cisco certification is a plus).
• You have experience with Mobile data network. (GPRS / GRX / GTP protocol).
• You are very interested to work in a service provider environment.
• You are creative, result-oriented and you can demonstrate hands-on problem-solving skills.
• Degree in electronics, informatics or telecommunication, or relevant work experience in a network service provider environment.

The Package :

• Attractive Salary.
• Performance related bonus for confirmed staff.
• Annual Leave 15 days.
• Medical Leave 14 days.
• Medical and hospitalization coverage.

Experience Required :

• Senior Level

Location :

• Kuala Lumpur, WP, Malaysia.

Employment Type :

• Full Time.