Sr Lead - Customer Service Operations

Responsible for managing NLD ISP and OSP Network of a Customer. Maintaining the agreed SLA and KPIs. Handling a team size of more than 150.

• Graduate with a minimum 10 years of experience

• Good knowledge on service assurance of DWDM ISP Network
• Experience in handling Fiber rollout and O&M
• Experience in handing spare management
• Good presentation and communication skills

1. Technical administration in restoring of faults in coordination with NOC, Field, Planning and Project team
2. Incident Validation, Incident Analysis and RCA sharing
3. Act as a point of escalation for Level-2
4. Assists with the development, revision, and maintenance of Standard Operating Procedures and Working Instructions
5. Coordinate with cross functional teams on escalations, tracking, performance issues, and outages
6. Prepare weekly Executive Summary Reports for the client on customer service operations activity
7. Spare Management
8. Handling a team of 150+ and ensure that the required tools and software are in working condition