Designated to provide a point of contact for operations and process issues.
Understand customer’s business goals and how the network operations support the business goals.
Prioritisation and support customer to open TAC Service Requests (SR).
Conduct trend analysis on customer’s issues (e.g. by product type, case priority, IOS and RMA.).
Identify and analyse operational area of improvements.
Manage the effective communications within different levels of customer’s organisation and us.
Understand current customer operations processes, and partner with related parties (customer/partner/our team) to streamline customer/vendor operation support processes in order to make more effective issue resolution.
Keep track of customer’s network activities, and proactively arrange TAC standby as required.
Leverage different resources to prioritise resolving customer’s issues, proactive escalate if required.
Manage customer’s contract, and proactively monitor depot sparing status.
Share operational best practices with customer.
Requirements
Typically require BS/CS/Business or equivalent plus 5+ years experience in a network or telecommunications support environment.
Experienced in manage customer, especially in network operation environment.
Strong account management skills.
Strong communication skill.
Able to collaborate with cross functional team and work under pressure
ITIL certification and PMP knowledge will be a plus.
Fluency in Chinese & English
Attention to detail and ability to execute against tight timelines
