Job Description

Make an Impact by:Customer ExperienceSingle point of contact (SPOC) on operations matters and to build service relationships with clients.Oversee day-to-day of handling and managing fault management for critical/escalated incidents (24x7 on escalation call).Provide regular updates/conduct investigation to ensure timely fault resolution for critical/escalated incident/outages and prepare RFO with recommendation on corrective and improvement action plans.Overseeing the entire planned maintenance cycle for customer's critical services and to develop customized processes and support to meet customers' special needs.Plan and develop local loop project implementation schedule with local Telco vendors. Monitor and track critical project timelines associated with activities such as provisioning, testing, circuit acceptance and handover to customer, as well as ensuring end-to-end services is successfully commissioned by the customer requested date.Work closely with HQ/NOC and other Telco providers to track and monitor customer’s trouble-ticket and fault restoration progress closely. Initiate escalation to higher levels and relevant parties for support during restoration of complex technical problems to enable faster restoration of service/system problems.Conduct investigation on circuit outage problems and to determine root cause analysis as well as preventive measures and actions that would be taken by the local Telco vendors to reduce recurring problems in their network.Manage, monitor, evaluate and work with outsourced language helpdesk to ensure 24X7 helpdesk service quality.