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Engineer, Telco Tier II Operation 1

Job id:  15864
Job location: 

Shiohama, Japan

Colt provides network, voice and data centre services to thousands of businesses around the world, allowing them to focus on delivering their business goals instead of the underlying infrastructure.  

 

 

Division:                Network Operations Department, Customer Services Asia

Reporting Line:      Director, Network Operations

 

The Role and Accountabilities:

The primary responsibility of this position is to lead and manage operation teams focusing on operations of domestic and global managed layer 1 and layer 2 network and voice services in order to maintain and enhance our service quality.

 

Human Management

  • Cascade down the company and department objective to members.
  • Set and Review MBO for group members
  • Interview and decide the candidate for new hiring.
  • Give the candidate and reason for promotion and up-shift to Director
  • Approve expense and procurement
  • Manage shift schedule and attendance.
  • Give the carrier development guidance to members
  • Promote safety and comfortable working environment
  • Plan and provide the necessary training for members

 

Operation Management

  • Lead incident management process for domestic Telco and Voice services.
  • Review and update operations process and notification policy accordingly
  • Participate in change management process and review changes
  • Monitor change, release and problem and coordinate with network engineering team.
  • Review and make necessary changes of incident report to customer
  • Visit customer to manage complaint and avoid cancellation
  • Manage service level and productivities in Telco and Voice service area
  • Take necessary action on incident and customer complaint
  • Vendor and partner management
  • Review, coordinate and approve maintenance request
  • Prepare weekly and monthly incident report
  • Review the IT environment and request the necessary changes.
  • Have meeting with network engineering team to review the problem management and release management issue.

 

Service Development and Delivery

  • Review new service and products and give the feedback to make it operational.
  • Support sales activities by meeting customer or assisting proposals
  • Participate in SSR process to review and optimize a solution to operationalize it
  • Arrange workforce and schedule of delivery escalated

 

What you will need to succeed:

  • Management experience of team and people working shift. Experience of scheduling shift of team.
  • Experience of working in customer support
  • Experience of Customer Service operation
  • Knowledge of L1/L2 network
  • Excellent communication and negotiation skill
  • Language skill:  Native Japanese and English fluency

 

Employee Status:          Permanent

Location:                         Tokyo

 

 

What we offer:

Colt is a growing business that is investing in its people. We offer skill development, learning pathways and accreditation to help our people perform at their best, regardless of role and location. 

 

In addition to offering competitive salaries and incentive plans, a range of benefits and local rewards packages are offered to staff. Colt recognises the importance of a work life balance.

Some benefit examples are:

  • Flexible working and relaxed dress code
  • Two days annually to spend on volunteering opportunities
  • Pension and insurance options
  • Access to a virtual business school for on-going learning
  • Business mentoring
  • Discounts with local hospitality and retail providers


Job Segment: Data Center, Procurement, Change Management, Technology, Operations, Management

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