Senior Support Engineer

Job Description

Major Responsibilities • To ensure that planned event and urgent maintenance schedule can be notified to affected customers in timely manner by making proper decisions, negotiation and coordination with internal and external event planner. • To promptly respond to and deal with operational matters as requested by customers and handle planned event activity enquiry • To liaise with various internal engineering teams and/or event planner to come up with a better maintenance schedule beneficial both customer and engineer. • To manage external supplier, service partner / provider, and subsea cable administrator to plan or acceptable schedule • To negotiate, even escalate with event planner, service partner, service provider to re-schedule maintenance activity for reducing impact to general public or specific customer service in the special events • To coordinate with internal and external parties to arrange alternate solution for customers in order to reduce business impact. • To reinforce and review operation process and procedure to cater existing and new service/product in event management perspective. • To consolidate event statistics and monthly performance report • To manage team resource to make sure that customer notification can be issued within predefined KPI targets. • To conduct review meeting with service partner/provider if necessary • To comply and act accordance with GSOC information security policy and Personal Data Privacy Policy (PCO-POL-01E & PCO-POL-01E -02E). Show More