Senior Service Engineer, Planned Event Management

PCCW Global is a leading telecommunications provider, offering the latest voice and data solutions to multi-national enterprises and communication service providers. Our truly global coverage combined with local, on the ground knowledge has helped us build best in class connections across the globe linking Asia-Pacific, Europe, the Americas, the Middle East and Africa.

About Console Connect by PCCW Global

Console Connect by PCCW Global is a platform for the Software Defined Interconnection® of applications and infrastructures. It allows users to self-provision private, high-performance connections among a global ecosystem of enterprises, networks, clouds, SaaS providers, IoT providers and applications providers.

General Function

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 for 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.