Operations Supervisor

PCCW GLOBAL Limited; Hong Kong; On-site; HKD 480,000 - 720,000; Full time

Job summary

PCCW GLOBAL Limited is seeking an Operations Supervisor to lead 24x7 operational teams ensuring uninterrupted data services for global customers in Hong Kong. The role oversees network performance, subsea systems, and incident restorations across IPLCs, IEPL, Managed Data Service, IPVPN, GIA, cloud, and UC products within the Global Service Operation Center.

You will guide and develop staff, maintain strict KPIs, and coordinate with multiple internal teams and partners to minimize downtime and

Qualifications

• University Degree in Electronic/Information Technology Engineering with 4 years’ experience in Data Center/ Data communication field.
• Certificate in Electronic/Electrical Engineering or City & Guild Full Technological Certificate with 8 years relevant 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

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.
• 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.
• 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).
• Review and communicate with team members on the new techniques and operational methods to enhance efficiency and effectiveness of the center.
• Adhere to PCCW Global Network Operation Center information security policies and PCCW Group Personal Data Privacy guidelines.

Skills

People management

Vendor management

Leadership

Communication skills

Analytical problem-solving

Prioritization

Customer-oriented

Pressure handling

Digital transmission knowledge

Fault management techniques

CCNA (preferred)

Education

University Degree in Electronic/Information Technology Engineering with 4 years’ experience in Data Center / Data communication field

Certificate in Electronic/Electrical Engineering or City & Guild Full Technological Certificate with 8 years relevant experience in data communication field

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