IP Operations Supervisor

PCCW Global is a leading telecommunications provider, offering the latest voice and data solutions to multi-national enterprises and communication service providers. Our truly global coverage combined with local, on the ground knowledge has helped us build best in class connections across the globe linking Asia-Pacific, Europe, the Americas, the Middle East and Africa.

Job Description: IP Operations Supervisor

This role has a FULLY ONSITE role with shift arrangement.

Office Location: Ortigas Centre, Pasig City.

To lead and monitor teams of staff that support on entire Fault Management, Event Management, Change Management, and also General Inquiry process for IPVPN, Global Internet, and Managed & Customized Services. Drive for service restoration to meet company defined Service Level through reinforce incident handling procedure and appropriated internal & external escalation.

Responsibilities:

• To perform round the clock roaster duty and to ensure that service levels are maintained for customers by monitoring performance and provide technical advice/instructions for team member to guarantee customer satisfaction.
• To assist Operations Manager to plan and utilize team resource for supporting daily operation.
• Workforce Distribution to ensure tickets are routed to the most qualified available engineer based on skill set and availability.
• To ensure that circuit restoration is effective during circuit outage to meet targets agreed with customer by making proper managerial decisions, negotiation and coordination with internal support engineer and external suppliers.
• Dynamic Routing: Adjust queue priorities and routing logic in response to unexpected volume spikes or technical outages.
• To reduce service/circuit outage downtime by making proper decisions on escalation to appropriate parties.
• To ensure all customers network services are maintained by a professional manner though guiding, training and motivating the operation staff.
• To contribute to improve efficiency and effectiveness of the Center Operations by reviewing and recommending new techniques and operating methods.
• To comply and act accordance with company information security policy - Personal Privacy Policy.
• Load Balancing: Proactively reassign tasks or agents to different queues to prevent bottlenecks.
• Backlog Management: Identify aging tickets and ensure they are prioritized before breaching SLA.
• Priority Routing: Identify high-value or 'At-Risk' customers and fast-track their tickets to senior engineers.

Required Qualifications:

• University Degree in Electronic/Electrical/Telecommunication Engineering with 4 years experiences in data communication field OR
• Certificate in Electronic/Electrical Engineering or City & Guild Full Technological Certificate with 6 years relevant experience in data communication field OR
• Must possess excellent communication skills and ability to interact positively with external and internal parties. Able to verbalize and explain complex faults, queries and technical issues in simple terms
• 5 years of Service Provider technical operations experience, with a strong network troubleshooting background.
• Proven team player, is well organized, self-motivated, shares ideas
• In depth knowledge of digital data/IP transmission standard, and familiarity with fault management techniques/procedures.
• Ability to lead and motivate subordinates.
• Cisco Certified Network Associate (CCNA)

Skills & Experience :

• Experience managing high-volume ticket queues
• Background in technical support or IT operations
• Knowledge of ticketing systems (e.g., ServiceNow, Remedy)
• Understanding of SLAs, escalation processes, and root cause analysis
• Ability to coordinate across technical teams [careers.sk...lstorm.com]
• Good understanding L2, L3 MPLS, Multi Cloud, Internet/IP, Managed Network
• Knowledge of NOC ticketing system eg. Remedy or similar, Jira services handling and Service provisioning process
• Proficient with standard network management systems and applications, i.e NMS, NetCool, Infovista, etc..
• Self-motivated, focused and takes active interest and takes ownership