Senior Support Engineer

The job holder is accountable to a process of organizing, managing and executing on event management so that customer is able to receive a planned event or urgent maintenance notification in timely manner.

Major Responsibilities
 To ensure that planned event and urgent maintenance schedule can be notified to affected customers in timely manner by making proper decisions, negotiation and coordination with internal and external event planner.
 To promptly respond to and deal with operational matters as requested by customers and handle planned event activity enquiry
 To liaise with various internal engineering teams and/or event planner to come up with a better maintenance schedule beneficial both customer and engineer.
 To manage external supplier, service partner / provider, and subsea cable administrator to plan or acceptable schedule
 To negotiate, even escalate with event planner, service partner, service provider to re-schedule maintenance activity for reducing impact to general public or specific customer service in the special events
 To coordinate with internal and external parties to arrange alternate solution for customers in order to reduce business impact.
 To reinforce and review operation process and procedure to cater existing and new service/product in event management perspective.
 To consolidate event statistics and monthly performance report
 To manage team resource to make sure that customer notification can be issued within predefined KPI targets.
 To conduct review meeting with service partner/provider if necessary
 To comply and act accordance with GSOC information security policy and Personal Data Privacy Policy (PCO-POL-01E & PCO-POL-01E -02E).

Job requirement/Qualification/Skill
 University Degree in Electronic/Electrical Engineering with 3 years experiences in telecom industry field. OR
 Higher Certificate in Electronic/Electrical Engineering or City & Guild Full Technological Certificate with 5 years relevant experience in telecom industry field.
 Experienced in IP, Internet, Transmission and telecom related products and services.
 Familiar with operational and incident management technique, workflow and operation supporting systems.
 Fluent in English speaking and writing skills required.
 Customer oriented and able to work independent under pressure.