Wonderful opportunity to further your career within the core business unit of a progressive international firm in Central Tokyo! This global network service provider provides network, voice and data centre services to thousands of businesses around the world, allowing them to focus on delivering their business goals instead of the underlying infrastructure.
The primary responsibility of this position is to lead and manage operation teams focusing on operations of domestic and global managed layer 1 and layer 2 network and voice services in order to maintain and enhance our service quality.
‐Lead incident management process for domestic Telco and Voice services
‐Review and update operations process and notification policy accordingly
‐Participate in change management process and review changes
‐Monitor change, release and problem and coordinate with network engineering team
‐Review and make necessary changes of incident report to customer
‐Vendor and partner management
‐Prepare weekly and monthly incident reports
‐Visit customer to manage complaint and avoid cancellation
‐Manage service level and productivities in Telco and Voice service area
‐Take necessary action on incident and customer complaint
‐Review, coordinate and approve maintenance request
‐Review the IT environment and request the necessary changes.
‐Have meeting with network engineering team to review the problem management and release management issue.
Service Development and Delivery
‐Review new service and products and give the feedback
‐Support sales activities by meeting customer or assisting proposals
‐Participate in SSR process to review and optimize solutions
‐Arrange workforce and schedule of delivery
‐Interview and decide new hires
‐Manage shift schedule and attendance
‐Give career development guidance to members
‐Promote safety and a comfortable working environment
‐Plan and provide necessary training for members
‐Experience in customer support
‐Experience in Customer Service operation
‐Knowledge of L1/L2 network
‐Excellent communication and negotiation skills
‐Management experience or experience with shift scheduling