Titanicom Tech Limited – Service Manager

Responsibilities:

· Standby on-call by 24*7 basis and provide first-level contact and incident resolution for customers and escalates major incidents as appropriate

· Preparing SOP (standard operating procedure) of onsite support case and seeking for internal approval

· Urgent onsite support when it is required within 4 hours for the highest SLA response

· Troubleshooting, diagnosing and resolving network device and system problems

· Replacing faulty network hardware components during the day and night

· Responsible for the installation and configuration of new end user software and hardware on operation and maintenance matters

· Accurately document incident and service requests within the service management platform

· Assist in purchase and inventory in and out of all technology equipment or spares parts

· Evaluate current configuration and processes and develop documentation and SOP’s

· If necessary, liaise with third-party sub-contractors or vendors to support internal procurement process

· Helps develop, document, communicate and enforce end user and networking policies

· Case report upon closure of tickets along with weekly report, monthly report, quarterly report or yearly report

· Position may be required to perform duties outside their normal responsibilities as needed and when requested

Qualifications:

· Bachelor degree or above in related field

· 0-5 years IP or IT project delivery experience, excellent fresh graduate is totally welcome

· Basic network knowledge, such as TCP/IP protocol stacks, basic routing and switching knowledge

· Basic server knowledge and familiar with Linux CLI

· Outstanding communication skills in English, bonus points if can speak Chinese and third language

· Able to travel on demand across the entire Americas and once a while need global travelling

· Work effectively under pressure and work overtime may be required

· Familiar with Huawei devices (or H3C devices) and experience on network design / technical implementation is preferred

· Cisco CCNA, CCNP, CCIE or Huawei HCNA, HCNP, HCIE certification is preferred, PMP or ITIL certification is preferred

职责：

· 24*7全天候待命，为客户提供第一级联系和事件解决，并适时上报重大事件

· 准备现场支持案例的SOP（标准操作程序）并寻求内部批准

· 4 小时内需要紧急现场支持以获得最高 SLA 响应

· 排除、诊断和解决网络设备和系统问题

· 日夜更换故障网络硬件组件

· 负责新终端用户软硬件的安装和配置运维事宜

· 在服务管理平台内准确记录事件和服务请求

· 协助进出所有技术设备或备件的采购和库存

· 评估当前的配置和流程并开发文档和 SOP

· 如有必要，与第三方分包商或供应商联络以支持内部采购流程

· 帮助制定、记录、沟通和执行最终用户和网络政策

· 售票关闭案例报告以及周报、月报、季报或年报

·根据需要和要求，该职位可能需要履行其正常职责以外的职责

资格：

· 相关专业本科及以上学历

· 0-5年IP或IT项目交付经验，欢迎优秀应届毕业生

· 网络基础知识，如TCP/IP协议栈、基本路由和交换知识

· 基础服务器知识，熟悉Linux CLI

· 优秀的英语沟通能力，会说中文和第三语言加分

· 能够在整个美洲按需旅行，有时需要全球旅行

· 在压力下有效工作，可能需要加班

· 熟悉华为设备（或H3C设备），有网络设计/技术实施经验者优先

· Cisco CCNA、CCNP、CCIE或华为HCNA、HCNP、HCIE认证优先，PMP或ITIL认证优先