Technical Operation Manager

Job Description

• To carry out customer operations responsibilities efficiently and to ensure our SLA’s are met.
• Provide support and guidance to the customer operations team members in Japan to ensure day-to-day operations of the business run smoothly.
• Responsible for customer escalation and work closely with service providers for continual service improvement.
• Accountable for operational projects assigned by his/her manager.

Key responsibilities

• Assist customer operations director in the day to day running of NTT Cloud Communications business
• Accountable for the execution of the maintenance program for NTT Cloud Communications’s production and corporate environment
• Work closely with local customer operations teams to ensure routine maintenance work is carried out according to the standard operating procedures
• Accountable for incident and Salesforces case management to manage metrics of them and to meet SLA
• Provide L2 technical support and escalate complex incidents to L3 team
• Coordinate with Corp and local customer operations teams for operations projects and tasks
• Work closely with NTT Cloud Communications partners and vendors to facilitate incident resolution
• Ensure the office environment is setup properly which includes the LAN and wireless network infrastructure, firewalls, switches, routers, Cisco PBX, anti-virus servers, printers, Microsoft domain controllers, file/print servers, WSUS, Lync Clients, user computers, etc.
• Responsible for customer complaints and escalations
• Lead the customer operations team to encouledge,  grow, train and support L1/L2 support team members
• Manage service providers and vendors relationship and negotiate pricing
• Responsible for continual cost saving and service improvement planning

Requirements

Qualifications

• Degree holder with minimum 3 years experience in similar role as a service provider with hands on experience in Microsoft and Linux operating systems
• Strong IT knowledge including Network Infrastructure, TCP/IP and VoIP
• Strong knowledge of Audio, Web and Video Conferencing Products, especially Cisco Webex and calling
• Strong Telco knowledge including ISDN T1/E1, PSTN, Audio Gateway and conferencing bridge configuration
• Proficient in all Microsoft office applications
• Knowledge of ITIL processes
• Strong interpersonal and communication skills
• Bilingual in English and Japanese

Additional Information

Management skills

• People management / support and lead team
• Development plan / deliver for team members
• Boost team spirit