Technical Service Delivery Engineer

SME (Subject matter expert) for the implemented digital transformation which consists of

• SDWAN (Fortinet)
• Cloud Firewall (Fortinet)
• Enterprise router and switch (Fortinet)
• Enterprise Wifi (Ruckus)

Provide consultancy and respond to any integration issue that may arise. Work with internal project team and field engineers to provide resolutions.

During the transition period, provide consultancy and orientate customer to the deployed infrastructure, training may be needed to customer's IT department.

Review current project progress and work together with customer solutions specialists to propose the next phase of digital transformation.

Partner with network operation center team to perform service management on the assigned project, which includes:

• Collate all monthly reports, perform service analysis, highlight precedence month service incidents, update on incidents tracking.
• Plan and scheduled project activities, plan for improvement if any, ongoing service review and improvement.
• Quarterly review on service performance, highlight on bottlenecks, security compliance review, propose any recommendation on performance enhancements if any.

Will serve as the main point of contact, if any further clarification is needed, the Network Operations Center team will raise a ticket.

Act as a customer advocate within company, ensuring their needs are represented and prioritized.

Provide actionable insights from customer feedback and project outcomes to drive continuous improvement.

Manage fault reports and coordinate internal teams to resolve issues promptly for key customers.

Handle customer change requests, ensuring alignment with agreed SLAs and timely implementation.

Compile and analyze monthly fault and change request reports, presenting insights and identifying trends.

Maintain comprehensive records of customer interactions, project milestones, fault resolutions, and change requests.

Provide actionable insights from customer feedback and project outcomes to drive continuous improvement.

Any other ad-hoc duties as assigned by superior from time to time.