Senior Manager / Manager, Service Assurance (L2 Tech Operations)

Private Advertiser; Petaling Jaya; On-site; MYR 120,000 - 180,000; Full time

Job summary

Private Advertiser in Malaysia is seeking a Senior Manager / Manager, Service Assurance (L2 Tech Operations) to ensure stability and performance of telco services. You will provide Level 2 tech support, manage incidents, coordinate resolution with internal teams and external partners, and restore customer service within SLAs.

You will lead incident management across the organization, act as central coordinator among Customer Service, Product, IT, BSS vendors and network partners, and monitor

Qualifications

• 6–10 years of experience in Telco Operations & Technical Support.

Responsibilities

• Provide advanced Level 2 technical support for issues unresolved by Customer Service (e.g., SIM activation failures, eSIM provisioning, MNP, plan provisioning, device compatibility, mobile app issues).
• Lead operational incident management across the organization.
• Act as the central operational coordinator between Customer Service, Product, CE & Digital, Technology & IT, BSS vendors, network partners, payment providers, device partners, and external technology vendors.
• Coordinate operational matters with external vendors, including escalation management, SLA monitoring, resolution tracking, and follow-up actions.
• Conduct Root Cause Analysis (RCA) following major incidents
• Monitor the health and availability of critical services
• Support new product launches by ensuring operational readiness

Skills

Telco Operations

Technical Support

Incident Management

Vendor Management

Stakeholder Management

Root Cause Analysis

BSS/OCS Knowledge

Job description

Senior Manager / Manager, Service Assurance (L2 Tech Operations)

To ensure the stability and operational performance of the Telco Business’s services by providing Level 2 technical support, managing incidents, coordinating technical issue resolution across internal teams and external partners and restoring customer service within agreed service levels.

In other words “The Guardian of Service Continuity”

Key responsibilities

Provide advanced Level 2 technical support for customer issues that cannot be resolved by Customer Service, including SIM activation failures, eSIM provisioning, MNP, plan provisioning, device compatibility, and mobile app issues.

Lead operational incident management across the organization.

Act as the central operational coordinator between Customer Service, Product, CE & Digital, Technology & IT, BSS vendors, network partners, payment providers, device partners, and external technology vendors.

Coordinate operational matters with external vendors, including escalation management, SLA monitoring, resolution tracking, and follow-up actions.

Conduct Root Cause Analysis (RCA) following major incidents

Monitor the health and availability of critical services

Support new product launches by ensuring operational readiness

Requirements

6–10 years of experience in Telco Operations & Technical Support.

Strong analytical and troubleshooting skills.

Experience working with BSS and OCS platforms.

Ability to perform effectively under pressure during major incidents.

Proven Incident and Problem Management skills.

Strong vendor and stakeholder management skills.

Strong understanding of service delivery.

Experience in vendor incident and problem management.