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Company Description
URGENTLY REQUIRED

PT.First Media Tbk is the largest provider of high speed broadband internet, cable pay tv, and high-speed data communication services. We invite dynamic and experienced professional people to join us for the position:

-MANAGER NETWORK OPERATION CENTER

Reporting to: Head Network Operations ( CTO-office)

A. CONTEXT

Purpose:

* This position will support the Customer Support team as the firm scales its technical support capabilities;
* The Operations Director will develop a Technical Assistance Center (including facilities expansion, recruiting, training, managing and motivating) in support of the rapidly-expanding customer base.

Context:

* The Network Operations Centers will operate 24/7/365;
* Inter-working with cross-functional teams to define, propose, and deliver innovative solutions.

B. RESPONSIBILITIES

* Effectively develop and implement best practices processes and procedures for all aspects of a 24/7/365 TAC/NOC for Network Infrastructure products;
* Capable of leading the design effort to implement network surveillance systems;
* Develop coverage plans to ensure staffing levels are adequate to support a 24/7/365 operation;
* Institute a center of technical expertise that provides quality support and resolution of customer reported events in a timely and effective manner;
* Adhere to all developed/contracted Service Level Agreements (SLA) in association with specific services/customers;
* Drive all necessary escalations, as required, through resolution;
* Prepare and deliver all reporting metrics in association with the 24/7/365 operations center;
* Incorporate all necessary product training and staff development to support changing and or new product developments;
* Ensure all operating policies and procedures are developed, maintained and adhered to by all operations staff, including customer sensitive data and security policies;
* Develop internal working SLAs to ensure Support Center Systems availability, to include redundant operations and disaster recovery procedures;
* Establishment of KPIs to support network quality initiatives, network audits, and optimisation network management.
* Implement best-practice Network Policies and Procedures, Planning and Design techniques/tools in line with architectures and roadmaps;
* Identify and implement new methods of reducing CAPEX and OPEX costs (e.g. new technologies, network modifications etc) along with network engineering teams.
* Build team by guiding and developing subordinates.

C. EXPERIENCE AND QUALIFICATIONS

Minimum Experience & Essential Knowledge:

* Strong technical knowledge in Optical Transport (DWDM, SONET, Switching) systems, as well as their deployment and management.
* Customer-focused, passionate about delivering exceptional Customer
Technical Support
* Exceptional Communication and Customer interface skills;
* In depth knowledge to develop and operate a world class TAC/NOC. Must manage-up and manage-down well;
* Demonstrate leadership qualities/skills;
* Deliver customer facing quality and operations reviews regarding network performance, Implementation, Hardware, Networks, Customer support, Network Testing, management, motivation;
* Strong experience in NOC operating and performance management/enhancement and processes planning tools.

Minimum Entry Qualifications:

* Bachelors degree, preferably in Computer Science or EE;
* 8-12 years of Senior Management experience with direct responsibility for a 24/7/365 Global Network Operations Center (Carrier and or Service Provider) – interfacing with field operations pre-post network live operations.

Please send or email complete application in English, with CV and most recent photograph within 10 days of this advertisement to:

HRD – Recruitment

PT. FIRST MEDIA Tbk

Lippo Cyberpark Boulevard Gajah Mada #2170

Lippo Karawaci, Tangerang 15811

Email to: HRD@firstmedia.com

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