Regional Service Manager – QOS Expert
PCCW Enterprises Limited
Hong Kong

Role and Responsibilities :

PCCW Global is looking for a Regional Service Manager QOS Expert to be based in either the London or the Reading office in the UK.

  • QOS Expert role : which will be the most solicited in the first year and will focus on developing improving the internal systems to align the QOS detection capabilities with internal and external customer requirements.
  • Fraud detection support & analysis can be part of the role as well

  • Service management for Voice and to a lesser extend DATA products. Especially where specific customers assigned to the RSM use both DATA and VOICE products provided by PCCW Global
  • To provide customers with a single point of contact within PCCW for Voice and or DATA service related issues
  • Be responsible and accountable at an operational level, working in close cooperation with the Account Manager by providing a service oriented, customer advocate element of support to the account team structure
  • To be a Mobile Telecoms expert towards internal and external customers
  • Develop and maintain a positive, productive long term working relationships with the customer
  • Serve as a reliable, accessible and effective escalation point for the customer on any operational issue -including after hours’ support via mobile
  • Conduct Service Review by meeting with the customer to review service performance and any operational service issues. Proactively ensure services meet or exceed customer’s expectations
  • Awareness of daily operational problems and proactively drive them to resolution
  • Act as a partner / consultant, analyzing the quality trends of the customer’s traffic and provide recommendations to improve;
  • Work closely with the Global Services Operations Centre (NOC) to drive any service related issues through to resolution
  • Escalate to regional suppliers in order to facilitate timely resolution to service disruptions. This may include setting up regular service review meetings with the in-
  • country supplier in order to drive for service improvement

  • Follow up with customer after service outages to ensure that service is fully operational and back to normal. Facilitate and create a service improvement plan with a preventative action plan for the customer
  • Maintain an up to date change management and customer communication work flow in order to ensure information is up to date within the PCCW teams and customer’s organization
  • Contribute to the bid process by assisting in providing detailed information on service management processes.
  • Participate in meetings with potential new customers to present on PCCW Global Service Management support and overall operational support structure
  • Expert Support for QOS detection tools’ specification / input - optimization
  • Technical QOS expert and forensics support for level 1 and level 2 voice teams
  • Technically Support the commercial teams and the commercial fraud teams with Case Analysis and advanced customer queries
  • Requirements :

  • Must possess excellent communication skills and ability to positively interact with individuals at all levels of an organization
  • Minimum of 3 years’ experience in voice and mobile telecom, with a strong customer service background
  • Minimum of 1 year experience with telecoms fraud detection and / or revenue assurance
  • Must be able to assess problems and situations independently and respond decisively / appropriately
  • Established communication channels with in-country & local vendors / suppliers
  • Must be well-organized, self-motivated and a team player
  • Able to manage customer relationships and individual engagements with a strong focus on excellence
  • Able to travel for face-to-face meetings with customers and suppliers
  • High level understanding of data networking including VSAT, Internet / IP, IPVPN and managed CPE
  • Excellent experience with Telecommunications in a Carrier Voice and Mobile Telecommunications environment
  • Working knowledge of IP KPI metrics and / or Voice Quality measurement
  • Good understanding of Mobile Roaming scenarios, Statistics and CDR usage
  • Telecoms QOS , optionally Fraud detection and or revenue assurance methodology and know how wrt (SIMBox use, OTT bypass / SMS fraud)
  • ITIL & SLA management
  • Knowledge of the provisioning process, as well as an understanding of the test and turn up process
  • Experience in troubleshooting service related issues
  • Good command of the English & French languages, other languages are a plus
  • Previous telecom experience as a Voice Service Manager is desirable
  • Mobile Operator experience (network scenarios) with some exposure to statistics and datamining is desirable
  • Proven track record successfully supporting multinational and international customer base is desirable
  • Vendor Management experience is desirable
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