Junior Service Management officer/ Incident Management

Infosys; Selangor; On-site; MYR 100,000 - 150,000; Full time

Job summary

A telecommunications company in Malaysia is seeking a Junior Service Management officer to manage day-to-day operations, oversee critical incident management, and maintain client relationships. The role requires a diploma in Computer Science or Engineering and 1-2 years of experience in the telecommunications industry. Ideal candidates should possess strong customer service skills and be able to work independently under pressure. This position provides an opportunity to enhance customer satisfaction and ensure service levels are achieved.

Qualifications

• Minimum 1 to 2 years working experience in Telecommunications industry.
• Experience in customer service environment is necessary.
• Passion for customer service with excellent customer handling skills.

Responsibilities

• Build services relationships with clients.
• Oversee day-to-day fault management for critical incidents.
• Investigate outages and prepare RFO with recommendations.

Skills

Customer service

Excellent communication skills

Planning and organization

Problem-solving

Interpersonal skills

Education

Diploma / Degree in Computer Science / Engineering

Tools

VMWare

Cloud Computing

Firewall

Network Protocol

Job description

Junior Service Management officer / Incident Management

To build services relationships with clients.

Single point of contact (SPOC) on Operations matters.

Oversee day-to-day fault management for Critical / Escalated incidents; 24x7 on escalation call.

Take ownership in handling and managing fault outages.

Provide regular updates and ensure timely fault resolution for Critical or Escalated incidents.

Investigate outages and prepare RFO with recommendations on corrective and improvement action plans.

Oversee the entire planned maintenance cycle for customer's critical services.

Develop customized processes and support to meet customer's special needs.

Manage the performance of services to clients as agreed in the contract and ensure that Service Levels are achieved.

Conduct monthly network performance reviews covering the following:

• Present monthly network availability report.
• Develop an improvement plan to address prolonged outages, no faults, repeated faults, chronic problems, etc.
• Update or review any improvement plan.
• Formulate pre‑emptive solutions against service/network failures.
• Continuously seek new ways to improve technical and customer relationship grades to enhance customer satisfaction.
• Handle key strategic accounts.

Qualifications

• Diploma / Degree in Computer Science / Engineering or equivalent.
• Minimum 1 to 2 years working experience in Telecommunications industry in the Operational and/or Service Delivery field.
• Experience in customer service environment.
• Passion for customer service with excellent customer handling skills.
• Commercial and business awareness.
• Interpersonal and communication skills in a multicultural environment.
• Strong planning and organization abilities.
• Independent decision-making and problem-solving capabilities.
• Highly motivated and able to work independently under pressure.
• Good communication and written skills in English (bilingual preferred).
• Proficiency in report writing and presentation skills.
• CCNA and ITIL certification is an added advantage.
• Knowledge in Network Protocol and Networking / WAN technologies (e.g., SD‑WAN, NFV, Internet, MPLS, Leased Line, VPN).
• Knowledge of Virtualization: VMWare, Cloud Computing.
• Knowledge of IT/Cyber Security: Firewall, IDS, IPS.
• Experience in corporate telecommunications and networking is an added advantage.
• Minimum overseas travel for customer meetings required.