Network Operations Center And Customer Complain Governance
Telenor Group Malaysia - Digi, Malaysia

End to end governance accountability, oversee operations of Network Operations Center & Customer Problem Management to ensure its stability, quality, effectiveness, efficiency and timely escalations for fault reportings/management reporting

Lead and Drive MSP to ensure critical incidents escalated are being attended promptly for quick service recovery and follow through any service issues with Root Cause Analysis until problem is permanently fixed

Lead and Drive MSP to ensure tickets are being attended promptly, with quality and followed through as per the contractual SLA

Ensure end to end investigations, task forces, war rooms are established where required and ensure timely updates to the stakeholders/fixes to customers

You are required to drive partners effectively and ensure Daily Health Check, Critical Service Testings, and Preventive Actions are performed as per guideline to permanently fix and prevent faults in the systems from any service interruptions in a timely and efficient manner

You are required to ensure fault and performance escalations and reviews are carried out by MSP within the contracted SLAs towards back office and partners

End to end festive and special events surveillance is in place and corresponding action plans to ensure the system is capable to handle any adhoc reactions (i.e. traffic increase)

Drive radical cost optimization for CAPEX and OPEX ambition. You need to have good control on cost optimization with all partners

Drive Implementation of the application enhancement according to solution finalized by Solution Architects especially related to Tools and its capabilities.

Deliver Surveillance Capabilities to Business on a timely basis with an acceptable quality and to an acceptable cost

Transform and Transition operations center with digitization and automation.

Transfor and Transition operations center towards Service centric operations center

You will ensure that MSP performs a weekly analysis and escalate problems that should be solved on a larger scale such as configurations, specific area network quality and etc. which impacts a substansial number of subscribers which may have not captured by Fault Management.

You are required to ensure customer problem escalations and reviews are carried out by MSP within the contracted SLAs towards back office and partners

You need to enforce all policies applicable to the IT services, procedures and process with regards to ensuring the operation and maintenance is handled, efficiently without any incidences or repetition of incidences. As a control owner, ensure accurate compliance based on on-going audit activities carried out by external and internal auditors quarterly

Manage Internal and External stakeholders / Partners and Vendors in the delivery of capabilities

You are required to plan and develop new effective operating model with Good SLA Governance

Drive transformation of complaint management with digitization

Continuously drive complaint improvement processes, procedures and controls for Effective and Efficient operations, and ensure the teams to comply with standards, guidelines and best practices.

Ensure Business Continuity Plan (BCP) related to Network Operation Center are in place and updated from time to time and ensuring implementation according to overall Digi BCP plan.

Job Rewards and Benefits