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- To develop long term relationship with appropriate stake holders within customers.
- To be responsible for managing customer expectations and feedback, monitoring and analyzing tickets regarding the service specification
- To monitor customer SLA, and prepare reporting documents on KPI’s to the customer in regular meeting, face to face or remotely basis.
- To participate with our Operation team to analyze and resolve root cause, and initiate projects for service upgrades, when problems are identified
- To perform root cause analysis as part of continuous improvement effort.
- To instruct our Operation team in work procedures, and amend the procedure as necessary.
- To understand customer requirement and provide feasible solutions, or offer as a new service.
- To assist Sales and Project Management Division with technical specifications and proposals.
- To design customer maintenance and operation scheme, and prepare the proper documentations.
- To develop and enhance current policies, procedures, documentation for workflow and other related areas
- To be escalated in 24 hour, 365 days for resolving high severity issue, and negotiate with various parties, NTT affiliates or vendors.
- To perform the role of ‘Transition Manager’ as to deliver all Service Transition Projects and Programmes.
- To deliver customer advocacy via exemplary Service Transition project delivery.
- To take full responsibility for the management of the wider transition team involving additional project management resource, internal technical resource, 3rd party suppliers, account team members and client stakeholders.
- To perform knowledge transfer and provide trainings.
- To perform other miscellaneous job-related duties as assigned.
- Degree in IT field with min 7 years of working experience Bilingual – Excellent communication
skills in Japanese and English (Oral and Written)
- Possesses ITIL V3 Foundation or above certification is an added advantage.
- Experienced in multi-platform environment such as Windows , Unix , Backup, Network etc
- Data Analytical skills.
- Proficient in Microsoft office tools and applications.
- Possesses CCNA or above certification in the networking is added advantage however it is not necessary. Several years in network engineering or related experiences would be acceptable.
- Presales experience would be added advantage however not essential.
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