Assistant Manager - Technical Support - Telecom

One of our clients PCCW Limited (www.pccw.com) is a Hong Kong-based MNC which holds interests in telecommunications, media, IT solutions, etc. The group employs about 23000 staff spread across the Globe. Mr. B G Srinivas, (ex- President and whole time Director of Infosys) is their current Group Managing Director. The employment will be with their Indian Associate based at Malad (West).

They are on the look out for a competent Technical support professional from the Telecom sector. The detailed JD is as under :

Job Title : Assistant Technical Support Manager

Reporting to : Voice Presales & Technical Support - Hongkong / USA

To assist the technical support department to manage, co-ordinate all technical and quality related aspects of commercial projects and dealings between Company/Organisation and its customers (Carriers & Network Operators). Provide a technical interface to customers and co-ordinate requirements with internal department.

Principal Accountabilities/Objectives :

- Support Line Manager in provision of technical expertise to clients that enhances the quality and maximises the technologies used in the provision of connectivity services.

- For current accounts, regularly monitor - and sometimes liaise with customer's technical counterparts - to ensure maximum quality of connectivity and service is provided (i) by pro-active interventions following the monitoring of capacity and quality, or (ii) in response to customer demand; always for national and international services.

- Constantly monitor technical customer requirements and propose technical solutions and/or services to meet current and future needs.

- Over time, assist and later prepare for Key Account Managers or Business Development/Sales Managers sales presentations, providing technical expertise in support of solutions proposed to the customer or prospect (MNO's).

- Liaise between technical departments within all of PCCW Global to ensure delivery of solutions, within agreed timescales, to the customer.

- Pre-Sales type of work is part of this Assignment, notably on the internal mainframe systems

Communications and Work Relationships : All Organisation Global technical departments (operations, core engineering, IP, teleport, terrestrial, IT), Carrier teams and Key Account Managers.

Knowledge, Skills, Experience and Competency Requirements :

Applicants must have :

- International Telecom experience with technical expertise of TDM/SIP, Switching, ideally Satellite technologies as well as an understanding of Subsea and Terrestrial fibre networks.

- Expertise in Mobile Services is an advantage. 

- Proven experience of working with the MNO sector, preferably in Africa. Experience of, and comfortable in, a customer facing environment.

- The ability to establish credibility within a technical environment.

- Applicants should be able to demonstrate past examples of initiative, good planning and time management skills. The role calls for excellent team working, diplomacy and the ability to co-ordinate colleagues in the attainment of technical solutions that result in customer satisfaction.

- A high level of computer literacy and a full ease in English spoken and written.

- Willingness to travel.