Job Responsibilities

• Single point of contact (SPOC) on Operations matters
• Oversee day-to-day fault management for Critical or Escalated incident
• Provide regular updates and ensure timely fault resolution for Critical or Escalated incident following by SLA commitment to corporate customer.
• Overseeing the entire planned maintenance cycle for customer’s critical services
• Provide data information that customer needed with in SLA
• Built more relationship with enterprise customer & provide the best customer experience for the best customer satisfaction
• Conduct monthly Performance Reviews basically covers the following:

- Previous meeting minutes

- Present monthly network availability report

- Summary of Incidents

- Develop improvement plan for prolong outages, found no fault, repeated fault, chronic problem, etc.

- Update or review any improvement plan

- Response VOC and coordinate relate team to improve our service.

• Investigate and find out the root cause for chronic problem of enterprise Customer and consult with related team to find out the solution of that problem
• On site for problem troubleshooting of all Enterprise product such as Corporate Fixed line, Cloud, SD WAN, Firewall, Bulk SMS, M2M, EDS (MPLS & IPLC), Radio Quality etc.
• Analysis data for SKA Customer to reduce and improvement for better Availability, MTTR and Fault rate of each service such as EDS M2M Bulk SMS E1 etc.
• In deep analysis for some SKA customer that have different trend of fault rate, availability and MTTR.
• Coordinate with related team to set action plan and target to improve our service.
• Find out the root cause and clarify internal process to improve our service especially in aftersales service areas