Job Duties:

Operation Management

• Responsible for managing 24 x 7 Technical Support Team with maximum efficiency to ensure continuous availability and high stability through required changes.

• Resolve daily operation / incident / services issues and perform remedial actions.

• Monitor the planned activities, outage control, alarm monitoring and performance of DC network

• Coordination with carriers, vendors & Internal department to ensure problems are solved within the defined SLAs.

• Responsible for overseeing the operation and support service including alarm monitoring, tickets updating, handling user technical enquiries and communicating user needs with related parties with considerations of operational risk.

Policy & Procedures

• Establish and maintain operating and emergency procedure to standardize front line operations in maximize operation efficiency

• Provide continuous recommendation to improve the efficiency for operation process

People management

• Develop and manage knowledge-base for day-to-day operation and transfer skills to the team in a timely manner.

   

Others 

• Motivates, coaches and assists team members to accomplish goals

• Perform as per department / team (Support) and individual KPI

• Ensure SLA achievement

• Delivery of operation reports, management report and customer report

Job Requirements

• Degree in Computer Studies, Information/Electronics Engineering or related discipline

• Minimum 5 years relevant experience in IT service provider / Telecom or Internet industry

• with minimum 2 years' experience in supervising customer support functions

• Hands-on experience on ISO9001 and ISO 27001 preferred

• Hands-on experience on Intel-base, Linux, email system and various Industrial network equipment, such as Cisco, Juniper, Fortigate, Trend Mirco, etc.

• MCSE / CCNA / CCNP certificated holders preferred

• Understanding of LAN / WAN, TCP/IP networking, DNS, VPN, firewall router and switch