This position is responsible for overseeing daily operations of the Operations Support Team to ensure service delivery meets SLA commitments and drive continuous improvement towards scalability of operational processes. This role bridges management and execution by supporting the team, optimizing workflows and planning resources for future growth.
Job Description
- Supervise and coordinate daily manpower deployment, logistics, site access and resource planning of Operations Support Team based on customer needs
- Plan and manage on-call coverage to ensure the 24/7Teamoperational readiness
- Ensure incidents, service requests and customer calls are handled within SLA requirements
- Function as the first point of escalation for critical/complex operational and customer issues as well as provide coverage during team member's absence
- Monitor service performance, KPIs and recurring issues towards continuous improvement
- Review and improve SOPs, operational workflows, incident handling and escalation procedures
- Provide support & guidance to the team in troubleshooting & resolving cabling related issues
- Conduct coaching and on-the-job training to assess and enhance team capability
- Participate in operational review meetings and provide updates with insights to management
- Support the Operations Manager in strategic planning and growth initiatives
- Any other related duties in line with operational needs and business objectives.
Requirements
- Min Diploma in Electrical/Mechanical or related fields
- Min 3-5 years of experience in technical and operations support or in service management
- Structured cabling experience will be preferred (copper & fibre optic)
- Strong understanding of SLA-driven environment and 24/7 operations
- Prior leadership experience in team supervision
- Excellent planning, coordination and problem-solving skills
- Good communication and stakeholder management abilities
- Proficient in documentation, reporting, and scheduling tools (eg MS Office, Google Web Applications)
- Ability to multi-task
- A team-player with a positive mind-set.
