Responsibilities:

• 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.