Technical Support Manager (Seoul, Korea)

At Singtel, our mission is to Empower Every Generation. We are dedicated to fostering an equitable and forward-thinking work environment where our employees experience a strong sense of Belonging, to make meaningful Impact and Grow both personally and professionally. By joining Singtel, you will be part of a caring, inclusive and diverse workforce that creates positive impact and a sustainable future for all.

Make an Impact by:

Customer Experience

• To build service relationships with clients.
• Single point of contract (SPOC) on operations matters.
• Oversee day-to-day fault management for critical/escalated incidents (24x7 on escalation call).
• Take ownership in handling and managing fault outages.
• Provide regular updates and ensure timely fault resolution for critical/escalated incident.
• Investigate outages and prepare RFO with recommendation on corrective and improvement action plans.
• Overseeing the entire planned maintenance cycle for customer's critical services.
• Develop customized processes and support to meet customers' special needs.
• Plan and develop local loop project implementation schedule with local Telco vendors. Monitor and track critical project timelines associated with activities such as provisioning, testing, circuit acceptance and handover to customer, as well as ensuring end-to-end services is successfully commissioned by the customer requested date.
• Work closely with HQ/NOC and other Telco providers to track and monitor customer’s trouble-ticket and fault restoration progress closely. Initiate escalation to higher levels and relevant parties for support during restoration of complex technical problems to enable faster restoration of service/system problems.
• Conduct investigation on circuit outage problems and to determine root cause analysis as well as preventive measures and actions that would be taken by the local Telco vendors to reduce recurring problems in their network.
• Manage, monitor, evaluate and work with outsourced language helpdesk to ensure 24X7 helpdesk service quality.

Service Improvement & Innovation

• Provide SD-WAN Product service customer-site support for both new Viptela box installation and service maintenance/ hardware replacement (leverage on SGOO presence and IP skillset).
• Provide customer-site support for post-sale EDMS Managed CPE service with fault incident/maintenance remote hands support covering hardware/software (leverage on SGOO Telco WAN and IP skillset).
• Support IP engineering and IPNS in the deployment and installation of new NFV network platform Servers in SGOO POPs (core site countries).
• Provide in-country activities, infrastructure build and OLLC providers coordination for OLLC migrations/ re-built for the Cost optimization projects.
• Continuously look for new ways to improve the technical and customer relationship grade of services to improve customer satisfaction.
• Develop improvement plan on prolong outages, found no fault, repeated fault, chronic problem, etc.
• Present monthly network availability report and update or review any improvement plan.

Operations Excellence:

• Support Korea region C’Plus POP equipment & infrastructure network uptime/ service.
• Successfully support and implementation of all Engineering projects.

Skill for success:

• Diploma / Degree in Computer Science / Engineering or equivalent.
• 5 years in the Telecommunications industry in the Operational and/or Service Delivery field.
• Knowledge in Network Protocol and Networking WAN technologies
  • (e.g.: Network Protocol: OSPF, BGP, etc).
  • (e.g.: WAN technologies: Leased Line, MPLS, VPN, Internet, Metho Ethernet, SD WAN, NFV, Clouds, Security etc).
• NTQ (National Technical Qualification/통신관련 기사 또는 산업기사) related in telecommunication certification.
• Experience in customer service environment or being service management.
• 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 and Korean to liaise with Korean's internal and external stakeholders
• Good in report writing and presentation skill.