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service manager

service manager

Scicom MSC BerhadKuala Lumpur, Kuala Lumpur, Malaysia
14 jam yang lalu
Penerangan pekerjaan

Business Environment :

A leading international communications enabler, one of the key global voice carriers and the leading provider of mobile data services worldwide.

Job Summary :

  • Steering managed services alongside overseeing the Roaming Quality Monitoring service and all other day-to-day SMR activities.
  • 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.

Qualifications / Work experience / Skills :

MINIMUM SKILLS REQUIRED :

  • 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 future 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, 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.
  • You have fluency in English.

    • EDUCATION

  • Degree in electronics, informatics or telecommunication, or relevant work experience in a network service provider environment

    • 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.
    • Buat amaran kerja untuk carian ini

    Service Manager • Kuala Lumpur, Kuala Lumpur, Malaysia