Offers “Orange”

Expires soon Orange

Level 1 - Incident Management Specialist

  • Kuala Lumpur, MALAYSIA
  • Teaching

Job description

about the role


·  To provide a professional first technical point of contact for the customer and third party vendors.
·  Diagnose fault - related incidents by effectively utilizing troubleshooting software and other network / prpduct utility programs.
·  Provide updates as needed to the customer in order to meet performance objectives and contractual objectives.
·  To ensure incidents are allocated to the most appropriate 'next step' as part of the incident flow process.
·  To monitor incidents and perform both technical escalations and managerial escalations in line with company procedures.
·  To monitor systems, customer networks and products and deal with alerts and events as appropriate.
·  To liaise and refer issues to correct / relevant entities e.g other service desks, PTT, Carriers, Operations & Engineering teams and other vendors as appropriate.
·  Document all troubleshooting and incident management actions via the electronic incident management system to the highest possible standard.
·  To undertake any other reasonable task as assigned.


about you

·  Able to commit for work 24 X 7 shift rotations.
·  Ability to work in international environment but wiht capability to work independently when needed.
·  Ability to engage and partner wiht customer and internal staff as required.
·  Ability to identify problems and analytically solve them to resolution as required and wihtout stress.
·  Ability to work in (virtual) team environment wiht internal and external organization and with customer.
·  Proficient in Japanese and  English language. 

additional information

Education and experience requirements :

·  Minimum qualification of Degree or Diploma or equivalent in IT Filed
·  Non native speaker will required at least N1 or N2 certification
·  Minimum 2 years of experience in Network Management
·  Has a minimum 1 year of experience liasing wiht international customer.
·  prefereably certified wiht CCNA/CCNP or other relevant network certifications.
·  Experience working with TELCO provider and product vendors.
·  Relevant working experience and possess sound technical knowledge.
·  Strong technical troubleshooting and knowledge of any of the below technologies needs to be demonstrated

            (i) IP knowldege - IPVPN, IP Telephony, Internet, LAN etc.

           (ii) WAN knowledge - MPLS, SD-WAN, etc.

           (iii) CISCO routers, switches and standard products knowledge preferred.


Customer Services & Operations



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