Operations Support Supervisor

To lead and monitor teams of staff that support the entire Fault Management, Event Management, Change Management, and also General Inquiry process for IPVPN, Global Internet, and Managed & Customised 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 teammember 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 ...