TAC Manager

Description

• 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

职责：

• 优先处理并支持客户打开 TAC 服务请求 (SR)。
• 跟踪客户的网络活动，并根据需要主动安排 TAC 待机。
• 对客户问题进行趋势分析（例如，按产品类型、案例优先级、IOS 和 RMA 进行分析）。
• 确定并分析需要改进的业务领域。
• 了解当前的客户运营流程，并与相关方（客户/合作伙伴/我们的团队）合作，简化客户/供应商运营支持流程，以便更有效地解决问题。
• 为客户提供有关 TAC 流程的培训，并分享知识和其他故障排除工具。

所需技能：

• 具备中英文口头和书面商务水平
• 有管理客户的经验，尤其是在网络运行环境中。
• 有 ITIL 证书和 PMP 知识者优先。
• 2 至 5 年 IT 相关领域的技术支持经验
• 强大的客户管理技能
• 通常需要理科/计算机科学/商务或同等学历，以及 5 年以上网络或电信支持环境工作经验