MANAGER – NETWORK OPERATION CENTER

2 Januari 2010

PT.First Media Tbk
is the largest provider of high speed broadband internet, cable pay tv, and high-speed data communication services. We invite dynamic and experienced professional people to join us for the position:

MANAGER – NETWORK OPERATION CENTER

Reporting to: Head Network Operations ( CTO-office)
A. CONTEXT
Purpose:
This position will support the Customer Support team as the firm scales its technical support capabilities;
The Operations Director will develop a Technical Assistance Center (including facilities expansion, recruiting, training, managing and motivating) in support of the rapidly-expanding customer base.
Context:
The Network Operations Centers will operate 24/7/365;
Inter-working with cross-functional teams to define, propose, and deliver innovative solutions.
B. RESPONSIBILITIES
Effectively develop and implement best practices processes and procedures for all aspects of a 24/7/365 TAC/NOC for Network Infrastructure products;
Capable of leading the design effort to implement network surveillance systems;
Develop coverage plans to ensure staffing levels are adequate to support a 24/7/365 operation;
Institute a center of technical expertise that provides quality support and resolution of customer reported events in a timely and effective manner;
Adhere to all developed/contracted Service Level Agreements (SLA) in association with specific services/customers;
Drive all necessary escalations, as required, through resolution;
Prepare and deliver all reporting metrics in association with the 24/7/365 operations center;
Incorporate all necessary product training and staff development to support changing and or new product developments;
Ensure all operating policies and procedures are developed, maintained and adhered to by all operations staff, including customer sensitive data and security policies;
Develop internal working SLAs to ensure Support Center Systems availability, to include redundant operations and disaster recovery procedures;
Establishment of KPI’s to support network quality initiatives, network audits, and optimisation network management.
Implement best-practice Network Policies and Procedures, Planning and Design techniques/tools in line with architectures and roadmaps;
Identify and implement new methods of reducing CAPEX and OPEX costs (e.g. new technologies, network modifications etc) along with network engineering teams.
Build team by guiding and developing subordinates.
C. EXPERIENCE AND QUALIFICATIONS
Minimum Experience & Essential Knowledge:
Strong technical knowledge in Optical Transport (DWDM, SONET, Switching) systems, as well as their deployment and management.
Customer-focused, passionate about delivering exceptional Customer
Technical Support
Exceptional Communication and Customer interface skills;
In depth knowledge to develop and operate a world class TAC/NOC. Must manage-up and manage-down well;
Demonstrate leadership qualities/skills;
Deliver customer facing quality and operations reviews regarding network performance, Implementation, Hardware, Networks, Customer support, Network Testing, management, motivation;
Strong experience in NOC operating and performance management/enhancement and processes planning tools.
Minimum Entry Qualifications:
Bachelors degree, preferably in Computer Science or EE;
8-12 years of Senior Management experience with direct responsibility for a 24/7/365 Global Network Operations Center (Carrier and or Service Provider) – interfacing with field operations pre-post network live operations.
Please send or email complete application in English, with CV and most recent photograph within 10 days of this advertisement to:

HRD – Recruitment

PT. FIRST MEDIA Tbk
Lippo Cyberpark Boulevard Gajah Mada #2170
Lippo Karawaci, Tangerang 15811
Email to: HRD@firstmedia.com

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