Reporting to: Head Network Operations ( CTO-office) A. CONTEXT Purpose: - This position will support the Customer Support team as the firm scales its technical support capabilities;
- The Operations Director will develop a Technical Assistance Center (including facilities expansion, recruiting, training, managing and motivating) in support of the rapidly-expanding customer base.
Context: - The Network Operations Centers will operate 24/7/365;
- Inter-working with cross-functional teams to define, propose, and deliver innovative solutions.
B. RESPONSIBILITIES - Effectively develop and implement best practices processes and procedures for all aspects of a 24/7/365 TAC/NOC for Network Infrastructure products;
- Capable of leading the design effort to implement network surveillance systems;
- Develop coverage plans to ensure staffing levels are adequate to support a 24/7/365 operation;
- Institute a center of technical expertise that provides quality support and resolution of customer reported events in a timely and effective manner;
- Adhere to all developed/contracted Service Level Agreements (SLA) in association with specific services/customers;
- Drive all necessary escalations, as required, through resolution;
- Prepare and deliver all reporting metrics in association with the 24/7/365 operations center;
- Incorporate all necessary product training and staff development to support changing and or new product developments;
- Ensure all operating policies and procedures are developed, maintained and adhered to by all operations staff, including customer sensitive data and security policies;
- Develop internal working SLAs to ensure Support Center Systems availability, to include redundant operations and disaster recovery procedures;
- Establishment of KPI’s to support network quality initiatives, network audits, and optimisation network management.
- Implement best-practice Network Policies and Procedures, Planning and Design techniques/tools in line with architectures and roadmaps;
- Identify and implement new methods of reducing CAPEX and OPEX costs (e.g. new technologies, network modifications etc) along with network engineering teams.
- Build team by guiding and developing subordinates.
C. EXPERIENCE AND QUALIFICATIONS Minimum Experience & Essential Knowledge: - Strong technical knowledge in Optical Transport (DWDM, SONET, Switching) systems, as well as their deployment and management.
- Customer-focused, passionate about delivering exceptional Customer
Technical Support - Exceptional Communication and Customer interface skills;
- In depth knowledge to develop and operate a world class TAC/NOC. Must manage-up and manage-down well;
- Demonstrate leadership qualities/skills;
- Deliver customer facing quality and operations reviews regarding network performance, Implementation, Hardware, Networks, Customer support, Network Testing, management, motivation;
- Strong experience in NOC operating and performance management/enhancement and processes planning tools.
Minimum Entry Qualifications: - Bachelors degree, preferably in Computer Science or EE;
- 8-12 years of Senior Management experience with direct responsibility for a 24/7/365 Global Network Operations Center (Carrier and or Service Provider) - interfacing with field operations pre-post network live operations.
Please send or email complete application in English, with CV and most recent photograph within 10 days of this advertisement to: HRD - Recruitment PT. FIRST MEDIA Tbk Lippo Cyberpark Boulevard Gajah Mada #2170 Lippo Karawaci, Tangerang 15811 Email to: HRD@firstmedia.com |
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