It Operations Lead (japanese Speaker)

Kuala Lumpur, Malaysia

Job Description


Abhidi Solution Your go-to IT Partner A global IT solutions provider constantly innovating with technology and working towards optimized solutions for its patrons. We help you meet your business goals!The RoleKey Objectives of the Role

  • HTOM is a directly customer funded role who leads delivery of High Touch Expert Care services.
  • Provides reactive support and builds a relationship with the customer\xe2\x80\x99s operational team(s), typically Customer Experience Centers, Service Operations or Network Support organizations.
  • Co-ordinates all areas of Cisco to assist the customer in resolving their incidents as quickly as possible, maximizing availability. Acts as a point of escalation for the customer, keeping them updated throughout the life of their incident and assisting with an analysis of their incident after resolution.
  • Co-ordinates other Expert Care resources (i.e. Asset Manager, Learning Advisor, Technical Consulting Engineers, High Touch Engineers) to maximize availability and increase the customer\xe2\x80\x99s operational efficiency.
  • Leads the operational section of the Monthly Business Review (MBR) and Quarterly Business Review (QBR), building trust, articulating value and providing point of view.
  • Develop and maintain strong relationship with customer and other Cisco teams.
  • Possess detailed knowledge of customer\xe2\x80\x99s infrastructure, critical sites, operating procedures as agreed upon with customer
  • Work closely with Day 1 Project engineering, BCS engineering, and System Engineering teams to provide input and guidance on technical operational issues and stay across all running and upcoming projects.
  • Lead and drive cross functions, internal and external on critical outages and complex issues at the network level not just device level, turning around critical issues and customer sentiment
  • Lead Root Cause Analysis (RCA) on escalated or recurring issues (problems) and driving discussions with the customer in RCA and PIR (Post Incident Review) readout sessions.
  • Attend weekly/bi-weekly case review calls to drive resolution on reactive break/fix issues.
  • May require outside business hour engagement for critical severity escalations..
Ideal ProfileAttributes of a Successful Candidate
  • We are looking for the talent with the following qualities and skills:
  • Have strong desire to lead
  • A creative, positive and proactive can-do attitude and a willingness to learn new technologies, processes and procedures.
  • No personal technology religion but ability navigate customer technologies in Core Mobility, ACI fabric, Virtualisation, Orchestration, SRv6, and DC Switching
  • Ability to work in a fast-paced, high-pressured, cross functional, cross country, territory and theatre environment.
  • Ability to work as a team player and to work with minimal supervision.
  • Demonstrate high-level of maturity and confidentiality.
  • Attention to detail and stellar interpersonal skills
  • Possess strong presentation and communications skills to articulate and handle difficult conversations at all levels from engineering to Senior Leadership Team internal and external.
What\'s on Offer?
  • Work within a company with a solid track record of success
  • Join a well known brand within IT Services
  • Great work environment

Abhidi Solution

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Job Detail

  • Job Id
    JD1066530
  • Industry
    Not mentioned
  • Total Positions
    1
  • Job Type:
    Full Time
  • Salary:
    96000 per year
  • Employment Status
    Permanent
  • Job Location
    Kuala Lumpur, Malaysia
  • Education
    Not mentioned