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Service Manager (ID 916)
Market Scope
posted 1mon ago
Job Role Insights
Flexible timing
Key skills for the job
Job Description
Service Manager
To build customer relationships and to achieve excellence in Customer Experience.
KEY RESPONSIBILITIES AND RESULTS
Indicate key responsibilities and performance indicators of this role.
For existing role, please indicate additional responsibilities in bold.
1. Customer experience - To build services relationships with clients.
2. Customer experience - Single point of contact (SPOC) on Operations matters.
3. Customer experience - Oversee day-to-day fault management for Critical / Escalated
incident. Attend to escalation calls.
4. Customer experience - Take ownership in handling and managing fault outages.
5. Customer experience - Provide regular updates and ensure timely fault resolution for
Critical or Escalated incident.
6. Customer experience - Investigate outages and prepare RFO with recommendations on
corrective and improvement action plans.
7. Customer experience - Overseeing the entire planned maintenance cycle for customer
critical services.
8. Customer experience - Develop customized processes and support to meet customer
special needs.
9. Service Level - To manage the performance of services to clients as agreed in the
contract and ensure that the Service Levels are achieved.
10. Service Level - Conduct monthly network performance review that basically covers the
following:
Previous meeting minutes.
Present monthly network availability report.
Develop improvement plan on prolong outages, found no fault, repeated fault, chronic
problem, etc.
Update or review any improvement plan.
Recommend network enhancement initiatives.
11. Service Level - Conduct monthly network performance review that basically covers the
following:
Previous meeting minutes.
Present monthly network availability report.
Develop improvement plan on prolong outages, found no fault, repeated fault, chronic
problem, etc.
Update or review any improvement plan.
Recommend network enhancement initiatives.
12. Service Improvement - Continuously look for new ways to improve the technical and
customer relationship grade of services to improve customer satisfaction.
Experience : 2-7 Years
Requirements
Requirements
- Knowledge in Network Protocol and Networking WAN technologies.
I. (e.g.: Network Protocol: OSPF,BGP, etc).
II. (e.g.: WAN technologies :Leased Line,MPLS, VPN,Internet, MethoEthernet, SDWAN, NFV,Clouds, Security etc).
- ITIL v3 Foundations certification.
- CCNA and Lean Six Sigma is an added advantage.
- Experience in corporate telecommunications and networking are added advantage.
- Service management experience preferred.
- ITIL v3 Foundations certification.
Employment Type: Full Time, Permanent
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Flexible timing
Monday to Friday
No travel
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