Technical Operations Director (Regional Telecom Carrier) - IC Client Description Regional IT services and solutions provider Objectives of Position: Overall responsible and accountable for the Group's Hong Kong operations and maintenance activities of network infrastructure POPs, and in-country customer fronting & support. Lead a team of technical staff to manage multi-networking infrastructures, systems, links and facilities required for providing Telco WAN, data, voice, hosting, cloud and internet services. Provide pre-sales technical queries and post-sales operations support to corporate customers. Promote and drive working relationships with local carriers/service providers, Joint-Venture Partners, and equipment vendors to build/influence good rapport in the interests of the Group. Control and manage operation-related costs (Capex and Opex) within allocated budget. Cultivate and maintain effective working relationships with the regulatory authorities. Negotiate with local suppliers and service providers to advance business objectives, reduce business costs, and improve all operational delivery areas. Job Description: Responsible to act and respond to periodic in-country Telco regulator’s directive enquiries on operational & technical aspects of the business licence. Operate and maintain multiple network and system (SW-defined networks, WAN, data, wireless, hosting, cloud, security and internet) platforms. Lead/drive major customer service delivery projects for timely & successful completion. Assist/advice on the implementation of pure domestic access network for customers. Ensure network equipment, systems, infrastructure links and POP facilities (power supply, air conditioning, etc.) are well maintained and operating at optimum level, ensuring high level of service availability to customers. Oversee and ensure the hosting service quality and its operations are certified to the ISO27001 standard. Work with local carrier providers to ensure local circuits are provisioned on time. Track and monitor critical timelines related to ordering, provisioning, testing, and commissioning of local circuits for service delivery to customers by the RFS date. Conduct investigation/post-mortem with local carrier providers on local circuit outage problems to improve fault restoration targets, measured by Time-to-repair. Engage local carrier service providers in monthly operations review to ensure service level targets are consistently achieved. Support HQ in planning & installation of new network nodes & backhaul links, ensuring network projects are completed by the scheduled deadlines. Ensure the integrity/security of all our network resources and assets in manned/unmanned POP sites. Develop/document procedures and streamline interworking process flow to achieve continuous improvement in operation efficiency, cost-effectiveness, and quality of service for our customers. Provide training programs and career development for operation staff to ensure they upgrade their skills continuously and are technically competent to handle new technologies and take pride in their work. Track and monitor operation KPIs targets’ achievement by the team. Coordinate with HR for staff recruitment process, staff adherence to core values and welfare. Ensure maintenance/upkeep of proper record of all in-country network equipment, infrastructure documentation, and records of customer information, capital assets, and other relevant inventories. Ensure timely submission of relevant reports as required by the management. Ensure an effective Business Continuity Planning (BCP) is always in place and well known by all staff. Perform risk analysis and assessment to the operations, plan and execute the corresponding response plan. Any other duties as assigned by the line director. Job Requirements: Degree in Electronic/Telecommunication/ICT or equivalent. CCNA certification, JUNOC technical certification, or equivalent would be an advantage. Resourceful, innovative, and independent worker. High customer service focus and engagement skills. Knowledge of network topology (SW-defined networks, WAN, data, wireless, hosting, cloud, security and internet) is required. Possess good leadership, teamwork, effective communication, and problem-solving skills. Good oral and written communication skills in English, Mandarin & local native language. Minimum 5-6 years related working experience in the telecommunication service industry.
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