Technical Support Manager

Job Title : Technical Support Manager

Location : Gangnam-gu, Seoul

About our client : Global Telecommunication account

Job Description:

• Serve as the primary point of contact for clients, fostering strong service relationships.
• Manage day-to-day fault resolution for critical incidents, ensuring timely updates and resolution.
• Investigate outages, prepare reports with recommendations for improvement, and oversee fault outage management.
• Coordinate planned maintenance cycles and customize processes to meet clients' unique needs.
• Collaborate with Telco vendors to plan and implement local loop projects, monitoring critical timelines.
• Facilitate communication between HQ/NOC, Telco providers, and internal teams to expedite fault restoration.
• Conduct root cause analysis on circuit outages and implement preventive measures.
• Oversee 24X7 helpdesk service quality and manage outsourced helpdesk team.

Service Improvement & Innovation:

• Provide on-site support for SD-WAN and EDMS Managed CPE services, including installation and maintenance.
• Support IP engineering in deploying new NFV network platform Servers and coordinating infrastructure activities.
• Identify opportunities to enhance service quality and customer satisfaction through technical improvements.
• Develop improvement plans for outage management and present network availability reports.

Operations Excellence:

• Ensure network uptime and service for Korea region C'Plus POP equipment and infrastructure.
• Support and implement engineering projects effectively.
  

  Experience

  
  

  • Diploma/Degree in Computer Science/Engineering or equivalent.
  • 5 years of experience in the Telecommunications industry, focusing on Operational or Service Delivery.
  • Proficiency in Network Protocols (e.g., OSPF, BGP) and WAN technologies (e.g., MPLS, SD-WAN).
  • Telecommunication certification (NTQ) is preferred.
  • Strong customer service skills with experience in a customer service environment.
  • Commercial and business acumen with excellent interpersonal and communication skills.
  • Proficiency in English and Korean for effective communication with internal and external stakeholders.
  • Strong organizational and problem-solving abil
  
  

  Education

  Contact:

  Kate Shin

  02-6200-9768

  kate.shin@adecco.com

  *Apply : Send CV(Korean/English)to above email