ASM Engineer


  • Act as the primary interface to the assigned customers dealing with all customer service matters and escalations. Be the first level service management escalation point (24×7 on-call basis). 
  • Actively manage any major incidents or potential service-impacting incidents, understand business impacts from customers, mobilize the necessary troubleshooting efforts, support the identification of appropriate customer work-arounds with use of service restoration process.
  • Proactively monitor customer services, seek improvement and innovations in the services , identify risk areas & mitigation plans; drive the Service Improvement Plans (SIPs), including recommendations for service upgrades.
  • Proactively support the identification of trends, anticipate customer requirements and make recommendations as advisor.
  • Comply with Client Service Management standards, ITIL processes and practices as defined in the Customer Governance.
  • Develop a close working relationship with Client’s account team to promote premium customer service, which develops to become a competitive advantage for new customer business opportunities and contract renewals.
  • Manage customer’s expectations, have overall responsibility for customer’s level of satisfaction with the products and services provided by Client, be accountable for overall customer satisfaction. 
  • Provide guidance and share business knowledge to other Client parties or service providers to support the customers.
  • Coordinate or participate directly in various remediation and preventive actions when assigned.

Qualification Requirements

  • Bachelor’s Degree in IT, Telecom, Business or equivalent.
  • ITIL / CCNA or equivalent experience, ITIL service operations and service delivery knowledge.
  • 3 years or more network experience in a service management or operational support role, delivering IT services to internal or external customers.
  • Experience of working in a global multi-national multi-cultural environment; comfortable dealing with multiple internal and external stakeholders to achieve results.
  • Good technical knowledge and understanding of latest IT, network (IP and Transmission) and performance proactive monitoring.
  • Result-oriented, determined to succeed, able to influence stakeholders and manage expectations.
  • Can-do attitude to get issues resolved, shows positive team spirit co-working in a dynamic, and sometimes unfamiliar and demanding customer-facing environment.
  • Strong customer-service mindset and skills.
  • Ability to analyze, draw conclusions, and create recommendations to solve customers’ moderately complex problems.
  • Ability to work under pressure and multi-task; ability to manage his/her own time effectively.
  • Ability to build and maintain relationship with peer and management levels both with clients and within Client.
  • Occasional travel to China or overseas is required.