Job Description

To lead and monitor teams of staff that support on entire Fault Management, Event Management, Change Management, and also General Inquiry process for IPVPN, Global Internet, and Managed & Customized Services. Drive for service restoration to meet company defined Service Level through reinforce incident handling procedure and appropriated internal & external escalation.

Responsibilities:
 To perform round the clock roaster duty and to ensure that service levels are maintained for customers by monitoring performance and provide technical advice/instructions for team member to guarantee customer satisfaction.
 To assist Operations Manager to plan and utilize team resource for supporting daily operation.
 Workforce Distribution to ensure tickets are routed to the most qualified available engineer based on skill set and availability.
 To ensure that circuit restoration is effective during circuit outage to meet targets agreed with customer by making proper managerial decisions, negotiation and coordination with internal support engineer and external suppliers.
 Dynamic Routing: Adjust queue priorities and routing logic in response to unexpected volume spikes or technical outages.
 To reduce service/circuit outage downtime by making proper decisions on escalation to appropriate parties.
 To ensure all customers network services are maintained by a professional manner though guiding, training and motivating the operation staff.
 To contribute to improve efficiency and effectiveness of the Center Operations by reviewing and recommending new techniques and operating methods.
 To comply and act accordance with company information security policy - Personal Privacy Policy.
 Load Balancing: Proactively reassign tasks or agents to different queues to prevent bottlenecks.
 Backlog Management: Identify aging tickets and ensure they are prioritized before breaching SLA.
 Priority Routing: Identify high-value or "At-Risk" customers and fast-track their tickets to senior engineers.

Required Qualifications:
 University Degree in Electronic/Electrical/Telecommunication Engineering with 4 years experiences in data communication field OR
 Certificate in Electronic/Electrical Engineering or City & Guild Full Technological Certificate with 6 years relevant experience in data communication field OR
 Must possess excellent communication skills and ability to interact positively with external and internal parties. Able to verbalize and explain complex faults, queries and technical issues in simple terms
 5 years of Service Provider technical operations experience, with a strong network troubleshooting background.
 Proven team player, is well organized, self-motivated, shares ideas
 In depth knowledge of digital data/IP transmission standard, and familiarity with fault management techniques/procedures.
 Ability to lead and motivate subordinates.
 Cisco Certified Network Associate (CCNA)

Skills & Experience
 Experience managing high-volume ticket queues
 Background in technical support or IT operations
 Knowledge of ticketing systems (e.g., ServiceNow, Remedy)
 Understanding of SLAs, escalation processes, and root cause analysis
 Ability to coordinate across technical teams [careers.sk...lstorm.com]
 Good understanding L2, L3 MPLS, Multi Cloud, Internet/IP, Managed Network
 Knowledge of NOC ticketing system eg. Remedy or similar, Jira services handling and Service provisioning process
 Proficient with standard network management systems and applications, i.e NMS, NetCool, Infovista, etc..
 Self-motivated, focused and takes active interest and takes ownership