Manager - Service

About this role

The Responsibilities of the Role: * Implement and test standard to complex voice, signaling, messaging and mobile data service solutions meeting customer demands (service activation). * Participate in the network maintenance activities (Software upgrade, migrations) and handle network alarms till the fix (network repair), sometime in collaboration with the network vendor. * To implement and test standard to complex Signaling, messaging and mobile data service solutions meeting customer demands. * You are the subject matter expert on all Signaling, Messaging and mobile IP products and services. * You must be capable of working independently as well as taking directions to accomplish both short term and long-term objectives. In depth OSI layer stack, data network knowledge is required for this position. * Work closely with customers and internal resources to effectively manage customer expectations and satisfaction. * Communicates with the team members and answers their questions. * Manages all problems of the team in a closed loop. * Must have the sense of time management, performs time planning for each type of business, and exports business schedules. * Support the Contact Centre in achieving its agreed service levels, Quality Standards and any other KPIs as communicated by Operations. * Daily operational review of individual desk and able to provide justification for failures (if any). * Respond to questions from all members in a timely and professional manner, regardless of their skill level, attitudes, requests, or demands. * Provide topics of discussion to maintain the natural flow of the message. * Collaborate with other departments to manage reputation, identify key players and coordinate actions. * Conduct regular team meetings and buzz sessions to ensure that two - way communication is maintained between team members and management. Technical Skills: * Strong skills in technical troubleshooting. * Proficiency in a multi-system environment. * Basic web-based application skills including Internet navigation and search experience on a computer. * Basic Personal Computer (“PC”) skills. * Functional understanding in networking. This includes hardware and software for networking. Personal Quality Requirements: * Possessing strong organizational and coordination skills, the ability and methods to effectively motivate the team, and good management and communication skills. * Experience of report preparation and good writing skills are required. * Clear utterances and good expression skills; strong logical thinking ability; hardworking and strong sense of accountability; good teamwork and service consciousness; a strong communication and expression ability, and the competence to play by ear; as well as good organizational and coordination skills, and the ability to work under pressure. Skill Requirements: * Candidates will need in depth knowledge of the signalling STP/SCCP connectivity, activation, testing and reporting. * Strong knowledge of IP routing protocols as a whole, IPVPN, MPLS, QoS, BGP, and a working knowledge of transport networks. * Moving around in the OSI 7-layer stack from Layer1 to the application layer. * Mobile messaging SMS P2P and A2P knowledge is highly desired. * Validate, test and deliver the service with customers. * Interconnect customers on various IP services (GRX, IPX Transport (4G and 5G) L3VPN, SIGTRAN, LTE, DRA SMS). * Interact with our Service Fulfilment department in other regions around the globe. * With our design department and Service Delivery Managers, you ensure customer projects are implemented according the defined high- and low-level design. * Very strong customer focus. * Good analytical skills and problem-solving skills. * Able to take initiative, flexible and stress resistant. * Team spirit, good collaboration with others. * Excellent communication skills in English, both written and spoken. * Able to follow and adapt to fast moving technical environment. * You master IP routing (Cisco certification is a plus). * You have experience with Mobile data network. (GPRS / GRX / GTP protocol). * You are very interested to work in a service provider environment. * You are creative, result-oriented and you can demonstrate hands-on problem-solving skills. * Degree in electronics, informatics or telecommunication, or relevant work experience in a network service provider environment. The Package : * Attractive Salary. * Performance related bonus for confirmed staff. * Annual Leave 15 days. * Medical Leave 14 days. * Medical and hospitalization coverage. Experience Required : * Senior Level Location : * Kuala Lumpur, WP, Malaysia. Employment Type : * Full Time.