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Service Manager

Date: 24-Nov-2021

Location: India, India

Company: Singtel Group

At Singtel, we believe in the strength of a vibrant, diverse and inclusive workforce where backgrounds, perspectives and life experiences of our people help us innovate and create strong connections with our customers. We strive to ensure all our people practices are non-discriminatory and provide a fair, performance-based work culture that is diverse, inclusive and collaborative. 

Join us and experience what it’s like to be with an Employer of Choice*. Together, let’s create a brighter digital future for all. *Awarded at the HR Fest Awards 2020.

 

Responsibilities:

Customer Experience:

  • To build services relationships with clients.
  • Single point of contact (SPOC) on Operations matters.
  • Oversee day-to-day fault management for Critical / Escalated incident. 24x7 on escalation call.
  • Take ownership in handling and managing fault outages.
  • Provide regular updates and ensure timely fault resolution for Critical or Escalated incident.
  • Investigate outages and prepare RFO with recommendations on corrective and improvement action plans.
  • Overseeing the entire planned maintenance cycle for customer’s critical services.
  • Develop customized processes and support to meet customer’s special needs.

 

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.
  • Be pro-active and formulate pre-emptive solution against service/network failure.

 

Service Improvement:

  • Continuously look for new ways to improve the technical and customer relationship grade of services to improve customer satisfaction.

 

 

The Ideal candidate should possess:

  • Diploma / Degree in Computer Science / Engineering or equivalent with 2 to 3 years of relevant work experience
  • Knowledge in Network Protocol and Networking WAN technologies.
  • Network Protocol: OSPF, BGP, etc
  • WAN technologies: Leased Line, MPLS, VPN, Internet, Metho Ethernet, SD WAN, NFV, Clouds, Security etc.
  • Lean Six Sigma Yellow Belt, CCNA and ITIL certification is an added advantage.
  • Experience in corporate telecommunications and networking are added advantage.
  • Service management experience preferred.
  • Experience in leading a team in delivering customer service management.
  • Experience in customer service environment.
  • Have a passion for customer service and possess excellent customer handling skills.
  • Possess commercial and business awareness.
  • Possess interpersonal and communication skills in a multicultural environment.
  • Good at planning and organization.
  • Independent and capable of decision making and problem solving.
  • Highly motivated and able to work independently under pressure.
  • Good communication and written skills in English or Bilingual preferred.
  • Good in report writing and presentation skill.