Level 1 - Incident Management Specialist

about the role

1. To provide a professional first technical point of contact for the customer and third party vendors.
2. Diagnose fault - related incidents by effectively utilizing troubleshooting software and other network / prpduct utility programs.
3. Provide updates as needed to the customer in order to meet performance objectives and contractual objectives.
4. To ensure incidents are allocated to the most appropriate next step as part of the incident flow process.
5. To monitor incidents and perform both technical escalations and managerial escalations in line with company procedures.
6. To monitor systems, customer networks and products and deal with alerts and events as appropriate.
7. To liaise and refer issues to correct / relevant entities e.g other service desks, PTT, Carriers, Operations & Engineering teams and other vendors as appropriate.
8. Document all troubleshooting and incident management actions via the electronic incident management system to the highest possible standard.
9. To undertake any other reasonable task as assigned.

about you

1. Able to commit for work 24 X 7 shift rotations.
2. Ability to work in international environment but with capability to work independently when needed.
3. Ability to engage and partner wiht customer and internal staff as required.
4. Ability to identify problems and analytically solve them to resolution as required and wihtout stress.
5. Ability to work in (virtual) team environment wiht internal and external organization and with customer.
6. Proficient in CantoneseLanguage

additional information

Education and experience requirements :

1. Minimum qualification of Degree or Diploma or equivalent in IT Filed
2. Minimum 2 years of experience in Network Management
3. Has a minimum 1 year of experience liasing wiht international customer.
4. prefereably certified wiht CCNA/CCNP or other relevant network certifications.
5. Experience working with TELCO provider and product vendors.
6. Relevant working experience and possess sound technical knowledge.
7. Strong technical troubleshooting and knowledge of any of the below technologies needs to be demonstrated

(i) IP knowldege - IPVPN, IP Telephony, Internet, LAN etc.

(ii) WAN knowledge - MPLS, SD-WAN, etc.

(iii) CISCO routers, switches and standard products knowledge preferred.

This is a local role in (country) and any successful applicant from outside (country) will be offered a local package. No mobility/ relocation assistance will be provided.

department

Global Delivery & Operations