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Enterprise Prime Service Account Team Leader

1 month ago

กรงเทพมหานคร, Thailand Advanced Info Service PCL. (AIS) Full time

Single point of contact (SPOC) on Operations matters.
Oversee day-to-day fault management for Critical or Escalated incident.
Provide regular updates and ensure timely fault resolution for Critical or Escalated incident following by SLA commitment to corporate customer.
Overseeing the entire planned maintenance cycle for customer s critical services.
Provide data information that customer needed with in SLA.
Built more relationship with enterprise customer & provide the best customer experience for the best customer satisfaction.
Conduct monthly Performance Reviews basically covers the following:
Previous meeting minutes.
Present monthly network availability report.
Summary of Incidents.
Develop improvement plan for prolong outages, found no fault, repeated fault, chronic problem, etc.
Update or review any improvement plan.
Response VOC and coordinate relate team to improve our service.
Investigate and find out the root cause for chronic problem of enterprise Customer and consult with related team to find out the solution of that problem.
On site for problem troubleshooting of all Enterprise product such as Corporate Fixed line, Cloud, SD WAN, Firewall, Bulk SMS, M2M, EDS (MPLS & IPLC), Radio Quality etc.
Analysis data for SKA Customer to reduce and improvement for better Availability, MTTR and Fault rate of each service such as EDS M2M Bulk SMS E1 etc.
In deep analysis for some SKA customer that have different trend of fault rate, availability and MTTR.
Coordinate with related team to set action plan and target to improve our service.
Find out the root cause and clarify internal process to improve our service especially in aftersales service areas.
**Job skills required**: English, Data Analysis, Coordinate
**Job skills preferred**: Leadership Skill