Operations Supervisor

PCCW GLOBAL Limited; Hong Kong; Presencial; HKD 500.000 - 700.000; Jornada completa

Descripción de la vacante

PCCW Global Limited is seeking an Operations Supervisor to lead 24x7 network operations, ensuring uninterrupted data services for global customers and strict adherence to SLAs. You will guide incident response, coordinate with cross-functional teams, and provide expert technical direction to quickly restore services across Subsea IPLC, IEPL, and Managed Data services.

You'll manage a team to monitor performance, drive process improvements, and uphold security and privacy guidelines in a dynamic

Formación

• University degree or equivalent in electronic/information technology engineering or related field.
• 4 years’ data center/data communication experience OR 8 years with relevant certificate.
• Knowledge of digital transmission standards and fault management.
• Proven people management experience at multiple levels.
• Strong vendor management and communication skills.
• Customer-oriented, self-motivated and able to work under pressure.
• Detail-oriented and able to manage multiple priorities.

Responsabilidades

• Oversee 24x7 monitoring of network performance and subsea cable systems to meet SLAs.
• Provide on-the-spot technical guidance to resolve issues promptly.
• Lead and manage team members to deliver incident updates and operational requests; train and motivate staff.
• Coordinate with internal teams and partners to restore circuits during outages; minimize downtime.
• Review and implement new techniques to improve efficiency and center performance.
• Adhere to information security policies and privacy guidelines.

Conocimientos

Team management

Incident management

Customer focus

Analytical thinking

Problem solving

Communication

Vendor management

Leadership

Educación

Bachelor's degree in Electronic/Information Technology Engineering

City & Guilds Full Technological Certificate in Electronic/Electrical Engineering

Herramientas

CCNA

Descripción del empleo

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