IP Specialist Customer Service Manager

徐嘉阳

Job Purpose:
A Technical, customer focused position having overall responsibility for Quality of Service and Customer satisfaction for all implemented IP Network Services on assigned Customer Sector Groups.  Preferable someone who has experience in understanding VoIP and IP VPN services.
Key Tasks and Responsibilities: 
•    Responsible for generating & presenting monthly customer reports including measurements against Customer SLAs on Quality, Change, Capacity, VPN audits and Performance of the service
•    rovide IP expert support and own customer VPN change management including: managed router configuration, activation and acceptance testing for on-going change management
•    Manage End-to-End testing of VPN implemented services with the Customer and internal entities. 
•    Effective liaison with customers and working in conjunction with field operations, engineering, Project , Service & Account team staff is required.
•    Properly document all VPN designs and make them available to Operational entities.
•    To analyse the operation of corporate network and to report on quality of service, to submit and manage correction or improvement plans as and when necessary.
•    Account for compliance with Service Levels Agreements (SLA) to the customer
•    Responsible to establish VPN Network Planning Sessions with the Customer and Account team, as required.
•    To assist in Contract negotiation in parallel with Account Manager/Director where applicable.
•    To identify Customer needs and position Service Management offering with Customers in order to meet or exceed revenue and gross margin targets.
•    To lead Technical Customer  & Partner meetings in conjunction with Service & Account Team staff regularly.
•    To manage failures and planned maintenance in order to minimize the impact on operational services on customers.
•    To monitor and evaluate usage and traffic management services by production of reports documenting the network service levels compared to the contractual SLA, checking the appropriateness of the services subscribed and their usage, and doing trends analysis.
•    To be involved in the process of validating monthly customer billing

Skills / Qualifications:
•    Ideally 5 years of work experience in customer-facing organisations within the telecommunication or IT industry with specific minimum 3 years experience in LAN & VPN services.  1-2 years Voice services experience is also desired.
•    Strong communicative and analytical skills are essential.  Language skills in English essential and Mandarin.
•    Degree level or equivalent (Business or Science Degree) in Engineering or Telecommunications.
•    Cisco qualifications minimum CCIE, CCNP desired.
•    Ability to deal effectively with all types of users. 
•    Well organised with the ability to work under pressure with minimal supervision.
•    Customer Service, Network and Project Management Experience.
•    Trained, certified or experienced in technical design.
Other:
Some travel may be required at short notice.
Working on customer premises (1-2 days per week) may be also required.