Customize Consent Preferences

We use cookies to help you navigate efficiently and perform certain functions. You will find detailed information about all cookies under each consent category below.

The cookies that are categorized as "Necessary" are stored on your browser as they are essential for enabling the basic functionalities of the site. ... 

Always Active

Necessary cookies are required to enable the basic features of this site, such as providing secure log-in or adjusting your consent preferences. These cookies do not store any personally identifiable data.

Functional cookies help perform certain functionalities like sharing the content of the website on social media platforms, collecting feedback, and other third-party features.

Analytical cookies are used to understand how visitors interact with the website. These cookies help provide information on metrics such as the number of visitors, bounce rate, traffic source, etc.

Performance cookies are used to understand and analyze the key performance indexes of the website which helps in delivering a better user experience for the visitors.

Advertisement cookies are used to provide visitors with customized advertisements based on the pages you visited previously and to analyze the effectiveness of the ad campaigns.

TAC Manager

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
Other Job Openings

Avaya Engineer

Onsite
January 13, 2025

Voice

Avaya Engineer

TAC Manager

Onsite
January 13, 2025

IT

TAC Manager

Avaya Engineer

Onsite
January 13, 2025

Voice

Avaya Engineer