The NOC Supervisor is accountable for leading a team of shift staff in the service restoration of IPLC, IEPL, Managed Data Service, IPVPN, GIA, Customized Network Services, Cloud service and Unified communications in Global Service Operation Center
Roles & Responsibilities :
Perform 7x24 round-the-clock to ensure that service level are maintained for Global Service Customers by monitoring performance and on spot technical advice / instructions to guarantee customer satisfaction.
Manage the team members to provide timely progress update / incident management / operation request for Global Service
To ensure that circuit / service restoration are effected during circuit outages to meet targets agreed with customers by making proper decisions, negotiation and coordination with distant administrations and other departments.
To reduce the service / circuit outages downtime by making proper decisions on escalation to appropriate parties.
To ensure the customer network services are maintained in a professional manner by guiding, training and motivating the staff.
To contribute to the efficiency and effectiveness of the centers by reviewing and recommending new techniques and operating methods.
To support the preventive and corrective measures of center facilities and global service
To manage physical and environmental conditions of PCCW Global Network / Service Operations Center in a safe place
Comply and act in accordance with PCCW Global Network Operation Center information security policy and PCCW Group policies on Personal Data Privacy
Other related duties as assigned
University Degree in Electronic / Information Technology Engineering with 4 years’ experience in Data Center / Data communication field OR Certificate in Electronic / Electrical Engineering or City & Guild Full Technological Certificate with 8 years relevant experience in data communication field
In depth knowledge of digital transmission standard, and familiarity with fault management techniques / procedures.
Proved people management in different level of people
Strong leadership on both vendor management and communication skillset ability to lead and motivate subordinates
Customer-oriented initiative, self-motivated and able to work under pressure
Detail oriented and organized with the flexibility to manage multiple priorities effectively
Analytical problem solving skills with an ability to get to the root cause quickly
Cisco Certified Network Associate (CCNA) is preferable
Good oral / written communication skills (clarity and conciseness) in both English and Chinese