Operations Supervisor

PCCW GLOBAL Limited; Hong Kong; On-site; HKD 420,000 - 660,000; Full time

Job summary

PCCW Global Limited in Hong Kong is seeking an Operations Supervisor to lead 24x7 data service operations and ensure uninterrupted service for global customers. You will oversee monitoring, incident response, and service restoration across subsea and IP networks, while driving process improvements and KPI adherence in Global Service Operation Center.

The role demands strong leadership, vendor coordination, and hands-on technical guidance during incidents, with a focus on reliability, security,

Qualifications

• University degree/equivalent with relevant data center or data communication field experience.
• Certificate holders with 8+ years experience in data communication.
• In-depth knowledge of digital transmission standards and fault management techniques.
• Proven people management across multiple levels.
• Strong leadership and vendor management/communication skills.
• Customer-oriented, able to work under pressure.
• Detail-oriented and organized with multi-priority handling.
• Analytical problem-solving with root-cause focus.
• CCNA certification is preferred.

Responsibilities

• Oversee 24x7 monitoring of network performance and subsea cable system to maintain SLAs.
• Provide on-the-spot technical advice and instructions to resolve issues promptly.
• Lead and manage team to deliver incident updates and progress reports.
• Guide, train, and motivate staff to maintain professional standards and improve capabilities.
• Ensure effective restoration during circuit outages by coordinating with internal teams and partners.
• Minimize downtime through proper escalation and proactive measures.
• Meet KPIs such as SLA compliance and incident resolution time.
• Review and communicate new techniques to enhance center efficiency.
• Adhere to information security policies and privacy guidelines.

Skills

Data Center Exp

People Management

Vendor Management

Leadership

Customer Focus

Analytical Thinking

Root Cause Analysis

CCNA

Education

University Degree in Electronic/Information Technology Engineering

Certificate in Electronic/Electrical Eng or City & Guild Full Technological Cert

Job description

The Operations Supervisor plays a critical role in ensuring seamless, uninterrupted data services for global customers. This position is responsible for leading 24x7 operational teams, maintaining service levelcommitments, and providing expert technical guidance during incidents.

The Operations Supervisor is accountable for leading teams to provide roaster duty in the servicerestoration of Subsea cable IPLC, IEPL, Managed Data Service, IPVPN, GIA, Customized Network Services,Cloud service and Unified communications in Global Service Operation Center

Major Responsibilities

• Oversee 24x7 monitoring of network performance and subsea cable system to maintain agreed SLAs.
• Provide on-the-spot technical advice and instructions to resolve issues promptly and ensure customer satisfaction.

Team Management

• Lead and manage team members to deliver timely incident updates, progress reports, and operational requests for overall security services.
• Guide, train, and motivate staff to maintain professional standards and improve technical capabilities.

Service Support & Restoration

• Ensure effective restoration during circuit outages by making sound decisions, negotiating, and coordinating with different and multiple internal teams and partners
• Minimize downtime through proper escalation and proactive measures.
• Meet company or product specific KPIs (e.g., SLA compliance, incident resolution time, downtime reduction).

Process Improvement

• Review and communicate with team members on the new techniques and operational methods to enhance efficiency and effectiveness of the center.

Compliance & Security

• Adhere to PCCW Global Network Operation Center information security policies andPCCW Group Personal Data Privacy guidelines.

Qualification/Skills

• University Degree in Electronic/Information Technology Engineering with 4 years' experience in Data Center/ Data communication field OR Certificate in
  Electronic/Electrical Engineering or City & Guild Full Technological Certificate with 8 yearsrelevant experience in data communication field
• In depth knowledge of digital transmission standard, and familiarity with faultmanagement techniques/procedures.
• Proved people management in different level of people
• Strong leadership on both vendor management and communication skillset ability to lead and motivate subordinates
• Customer-oriented initiative, self-motivated and able to work under pressure
• Detail oriented and organized with the flexibility to manage multiple priorities effectively
• Analytical problem-solving skills with an ability to get to the root cause quickly
• Cisco Certified Network Associate (CCNA) is preferable