NOC Manager

General Function

The incumbent is accountable for managing, directing and controlling the ICX quality operations of the Global Services – Carrier Exchange Service in a cost efficient manner

Major Responsibilities

• Manage the team members for timely provisioning/incident management/operation request on Carrier Exchange Service.
• Monitor and review ICX service performance and initiate improvement by coordinating various departments within the Company, the counter parts and vendors
• Liaise with Product Manager and relevant parties to formulate and establish the pertinent operation processes
• Direct and control a team of staff by giving operating guideline/instructions for quality customer service cost-effectively
• Develop preventive and corrective measures of center facilities
• Develop, motivate his staff members to perform their best through training
• Ensure that service level is maintained for customers by monitoring performance and on spot technical advice/instructions to guarantee customer satisfaction.
• Reduce the Data Center facilities outages downtime by conducing proper escalation to appropriate parties.
• Ensure the customer network services are maintained in a professional manner by guiding, training and motivating the staff.
• Contribute to the efficiency and effectiveness of the centers by reviewing and recommending new techniques and operating methods.
• Manage physical and environmental conditions of PCCW Global Network / Service Operations Center in a safe place.
• To comply and act accordance with PCCW Global GSOC information security policy and PCCW Group policies on Personal Data Privacy (PCO-POL-01E & PCO-POL-01E -02E).

Qualification/Skill

• University Degree in Electronic/Information Technology Engineering with 4 years’ experience in Data Center/ Data communication field
• Strong technical education/training/aptitude will be considered in lieu of work experience.

• Strong leadership on both vendor management and communication skillset Ability to lead and motivate subordinates and  customer service orientation
• Experiences on HV & LV system for critical mission industry
• Familiar with WR2 and engineering scripts for method statement under critical mission industry.
• Good oral/written communications skills (clarity and conciseness)
• Customer oriented good initiative, self-motivated and able to work under pressure.
• Fluent English and Chinese speaking 
• Detail oriented and organized with the flexibility to manage multiple priorities effectively
• Analytical problem solving skills with an ability to get to the root cause quickly