Technical SME

eTeam; Kuala Lumpur; On-site; MYR 50,000 - 80,000; Full time

Job summary

A leading technology service provider in Kuala Lumpur, Malaysia is seeking a dedicated individual to oversee incident management within the Global Service Desk. The person will lead a team, ensure customer satisfaction, and manage complex incidents effectively. Candidates should possess strong technical knowledge, excellent communication skills, and experience in a service-oriented role. This position offers opportunities for professional growth and requires fluency in English, with additional languages as a plus.

Qualifications

• Experience in managing incidents and technical issues on phone with customers.
• Ability to engage stakeholders effectively.
• Demonstrated ability to work under stress in a 24x7 environment.

Responsibilities

• Oversee the day-to-day operations of the Global Service Desk.
• Contribute to Key Performance Indicators related to network performance.
• Assist in the investigation and rectification of complex incidents.
• Work closely with Service Operations teams to improve service levels.
• Manage customer feedback and develop action plans.

Skills

Solid Incident Management capabilities

Good technical understanding of network issues

Stakeholder engagement

Resource management for 24x7 operations

Process optimisation experience

Fluency in English

Knowledge of common Internet Protocols

Education

ITIL Foundation standard

2-4 years in a Service Desk shift environment

Job description

To be the focal point of technical lead within the shift, this role would typically oversee Incidents, acting as a Subject Matter Expert to assist on complex and long outstanding incidents.

Work with GSD and Cross function teams to achieve quality KPIs and constantly improve the performance of the team. Ensure customers are updated in a timely manner in any incidents and during major outages.

Contribute and be part of the improvements to achieve overall incident and operational management.

Strategic Alignment

How does the purpose or outcomes of the role contribute to achieving business strategy? Guide and uplift teams' technical capability to improve overall customer service and achieve Telstra's NPS target.

Outcomes

What are the observable/measurable results or business impacts of successfully achieving the mission? Meet customer SLA, reduce MTTR, increase NPS, ensuring escalated cases are attended.

Key Stakeholder Relationships

Internal

What internal stakeholder relationships would someone in this role need to build and manage in order to achieve the outcomes of the role? Service Delivery, Service Management, ITIL Direct, NOC teams.

External

What external stakeholder relationships would someone in this role need to build and manage in order to achieve the outcomes of the role? Customers, Telstra Suppliers, Resolvers- NOCs and Sales/Accounts & Service Managers.

Key Accountabilities

• Day to day running of Global Service Desk to consistently, improve customer advocacy, efficiency and effectiveness of the shift roster and overall operations.
• Contribute to Key Performance Indicators in relation to performance of the networks, infrastructure, applications, products and services supplied and operated by Telstra.
• Work within a defined set of relevant product / network procedures, standards and practices.
• Deliver outcomes by implementing a course of action identified from a general range of solutions.
• Drive ticket backlogs, compliance among the teams members and reduce MTTR in all incidents.
• Assist in providing technical support in the investigation and rectification of complex incidents.
• Work with relevant teams during Major outages for restoration and provide updates to customers appropriately.
• Manage response to customers' feedback and develop action plans for the Service Desk to improve service levels and staff performance.
• Work closely with the Service Operations Team to understand results they are seeing from transaction monitoring they perform and customer survey responses so programs and knowledge initiatives can be developed applied effectively.
• Work with Service Operations team in terms of Work Force, required training, update on new process and products.
• Occasionally on standby to assist teams on highly complex incidents.

Core Capabilities / Technical Skills

Technical Descriptors

Solid Incident Management capabilities, understand the classification of incident priority and severity & good clarify communications skills to achieve MTTR SLA targets.

Good technical understanding of Layer 3 to Layer 1 network issues, cases and terminologies.

Experienced in engaging and managing stakeholders and leading cross function teams.

Exert the sense of urgency on Escalation Management to ensure incidents are engaged with right resources and to closely follow up with backend resolver groups while keeping customers updated regularly.

Effective resource management with proper headcounts to carry out 24x7 Operations.

Develop metrics to measure team members' performance and productivity.

Experience in process optimisation and delivery of service improvement initiatives.

Assist teams and engagement capabilities where senior member of NOC team or ITIL team to be triggered where need arises.

Conduct regular team meetings to address concerns and operational issues from team members and provide suggestions to improve or close the gaps and promote team synergy to achieve overall KPI targets.

Good Hands-On knowledge of Network operations (WAN, LAN), Hub & Spoke Design and had relevant technical experiences with other common Internet Protocols & Technologies; OSI Layers, HTTP, HTTPS, FTP, Telnet, SSH and NNTP - ADSL, IPVPN and Transmission knowledge on Ethernet, SDH and IPL technologies.

Good Knowledge on other technologies, such as Security- DMVPN, Cloud-IBM, Amazon and Microsoft, Video Conferencing, Voice over IP, CUCDM and UCC contact centre solution as a plus.

Assertive control on ticketing movement and associated tasks within his/her shift time.

Practical experience with incident/outage and crisis management.

Ability to lead internal and/or external conference calls during Incident Management cycle with stakeholders.

Customer focused and ability to build relationships with customers and peers.

Lead conference calls to provide technical expertise and insights to drive incidents with clear resolution in sight as priority.

Team player, dynamic and self-motivated, a professional with excellent interpersonal, communication and project management skills to lead a series of operational improvements.

Assess the capability of individual team members and develop a series of uplift programs to improve overall team's technical knowledge and soft skills.

1 to 2 years' Supervisory experience in Customer Service or equivalent experience.

Conduct basic product trainings to the team and uplift their overall product knowledge, understand with clear demarcation of vendors, suppliers and NOCs to bring in all hands on deck approach to resolve incidents.

Fluent in English is a MUST plus one other language (Cantonese, Mandarin, Japanese, and Korean) would be a plus.

Ability to identify recurring fault across network platforms or external vendors' network and engage problem team to pursue permanent fix and remove any common point of failure to prevent total isolation.

Qualifications/Experiences

• Solving problems of high complexity across multiple network platforms, good knowledge on the OSI 7 Layers.
• Maintaining stakeholder relationships
• Some experience in supervising staff
• Excellent written and oral communication skills; with special focus on customer/client level interaction
• Good Hands On experience managing Incidents and technical issues on phone with customers
• Local Loop and supplier engagement and escalation experience
• Experience of technologies and protocols such as Ethernet, MPLS, ADSL, SDH, VoIP Knowledge on layer 3 protocols such as TCP/IP, BGP, OSPF, ITIL Foundation standard as minimum
• Ability to use Kepner-Tregoe Methodology to troubleshoot the above technologies effectively and understanding of troubleshooting commands required to do so.
• At least 2 to 4 years' working exposures in a high value customer facing role within a Service Desk shift environment
• Able to handle stress and work in a 24x7 rotational shift work environment