Senior Service Engineer

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.

Console Connect is the only digital platform that is underpinned by one of the world’s largest private networks and a Tier 1 global IP network that is ranked in the top 10 for IPv4 and IPv6 peering, delivering higher levels of network performance, speed, and security to meet the digital needs of today’s interconnected users and communities.

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.