Assistant Manager – Service Delivery, IT Services (Contract)

Telekom Malaysia; Kuala Lumpur; On-site; MYR 67,000 - 112,000; Full time

Job summary

Telekom Malaysia is seeking a Client Services SPOC to oversee service assurance and improvement for TM services in Kuala Lumpur. You will prepare monthly performance reports, analyze details, and coordinate service quality improvement plans with clients and TM divisions to maintain networks and value-added services in excellent condition.

Responsibilities include acting as the primary technical operations focal point, coordinating incident, change and DR activities, and creating documentation to

Qualifications

• Bachelor degree in Engineering/IT/SC Comp.
• Min 3 years in Customer Service / Telecommunication / VMware / Microsoft.
• Experience with service assurance and incident management.

Responsibilities

• Act as single point of contact for service support.
• Prepare and present monthly performance reports.
• Coordinate incident, change and problem management, DR activities.
• Track and resolve customer support requests.
• Capacity planning for IT transformation.
• Create/update technical documentation and guidance.

Skills

VMware

Microsoft

Networking

Security

Incident management

Education

Bachelor Degree in IT/Computing

Tools

VMware Cloud

Backup Mgmt

Disaster Recovery

Job description

Client Services will act as a Single Point of Contact (SPOC) on service assurance / improvement matters related to TM services. Prepare and present monthly service performance report with details analysis for Clients and TM internal divisions to ensure Clients’ network & Value Added Services are maintained in excellent working condition. Manage and coordinate service quality improvement plans and do measurement to eliminate repeated service fault

KEY RESPONSIBILITIES

• Act as primary focal point for technical operation, ideas and hurdles.
• Familiarity with VMware cloud and DR, backup management.
• Understanding of Microsoft, network and security related technologies as well as managed services support model
• To provide technical consultancy and resources engagement for operation deliverables
• Coordinate incident management, change management, problem management, DR, escalation and resolution to ensure a consistent and high-quality level of support.
• Centrally manage and prioritize customer issue to assure timely resolution
• Responsible for tracking, maintaining and resolving incident and problem reports and customer support requests
• Capacity planning, working with customer to manage the scale and growth needed to realize business value from their IT transformation.
• Creation of technical documentation to improve knowledge base
• Update and provide guidance on new releases and features to customer
• To compile weekly/monthly reporting on cloud consumption, SLA, capacity, chargeback, utilization, performance, ticketing, RCA, etc
• To attend daily/weekly/monthly operation meeting and as when required

YOU MUST HAVE

• Bachelor Degree ( Engineering/IT/Sc Comp)
• Min 3 years of Customer Service / Telecommunication /VMWare/Microsoft

WE VALUE

• Ability to motivate in a team-oriented, collaborative environment.
• Ability to set and manage priorities judiciously.
• Ability to manage time and resources efficiently.
• Excellent interpersonal skills.
• Exceptional analytical, evaluative, and problem-solving abilities.Self-motivated with the ability to make decisions in a changing environment and anticipate future needs.