Job title: Back Office Manager -TXN and OSS
Job type: Permanent
Emp type: Full-time
Industry: Telecommunication
Expertise: Customer Services Engineering/ Manufacturing production
Skills: IPCORE/IPRAN experience Switch Routers Firewall experience Technical Expert Telecommunication
Salary type: Monthly
Salary: Negotiable
Location: Bangkok, Thailand
Job published: 2023-01-31
Job ID: 108376
Contact name: Chanida Kaewkunha

Job Description

Our client is one of the leading providers of Information and Communication Technology (ICT) to service providers. They are looking for Back office Manager who expert in Technical and Customer Management with telecommunication industries as a qualification as follows.

Responsibilities:

  • Issuing point for incidents & activities demanding a level of technical expertise as a 24/7 capability hosted MS Operations.
  • Monitoring ITSM ticket queues & distributing them efficiently to maintain the MTTR.
  • Being on-call during out-of-business hours.
  • Handling alarm analysis, operation maintenance, troubleshooting & change request implementation on transport and OSS domain (IPRAN, IPCORE, and OSS devices).
  • Handling problem-solving & assignments is mandatory.
  • Guiding to define & drive automation to improve Efficiency.
  • Handling trouble ticket analysis and resolution of trouble tickets raised by customer/L1/L2 Teams.
  • Handling fault management on all routers and switches equipment and following up with support in case of sophisticated cases.
  • Identifying the root cause of P1/P2/P3/P4 incidents and recommending appropriate resolution action and other events that the customer identifies as requiring Root Cause Analysis (RCA).
  • Supporting other functions to explain the Incident to customers for RCA Closure.
  • Being the second level support of any Alarm/Event/KPI-related issues.
  • Working closely with Performance & Problem management Function customer expectations.
  • Closing Collaboration with Field-Team, NOC, and DPO team
  • Ensuring timely restoration of Services to maintain MTTR for good customer experience & high Service availability to maintain Service Level Agreement (SLA).
  • Creating End-to-End Network Understanding.
  • 3PP or Customer (Internal and External) Governance Handling with excellent technical & soft skill sets.
  • Driving Proficiency Improvement of the Team.
  • Handling technical and non-technical discussions with the team.
  • Managing customers' domain head.

Qualifications:

  • Bachelor’s degree in Telecommunication Engineering, Network engineering, or related field.
  • Radio Access Network- Transport Domain, with TWDM experience.
  • IPRAN + IPCORE, Switch Routers & Firewalls, Incident Management background.
  • Have Technical Expert and Customer Management in Telecommunication background.
  • Analytical skills like logical thinking, Problem-solving & handling assignments are mandatory.
  • Knowledge of KPI/SLA and working closely with Performance & Problem management Function customer expectations.
  • Leadership skills to handle the technical and non-technical discussions with the team.
  • Excellent communication in English.