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Job Opportunities in the Act Portfolio

Act Venture Capital Ltd

Technical Operations Support Team Lead

Cubic Telecom

Cubic Telecom

IT, Customer Service, Operations
Manila, Philippines
Posted on Thursday, July 4, 2024

The Role

We are looking for an energetic, enthusiastic Technical Operations Support Team Lead who is committed to their work and comfortable working in a fast-paced, highly flexible environment. The role involves leading a team of network operations engineers on a 24/7 shift rotation, ensuring maximum service availability and performance for Cubic's customers. This position is critical for monitoring, managing, and maintaining the network, driving incident management, and delivering technical support and customer service as part of the overall Network Operations organization.

Responsibilities:

- Provide network operations support in a 24x7x365 environment.

- Monitor day-to-day network performance and anticipate potential operational risks, developing and implementing strategies to mitigate them.

- Track and document network incidents, compile incident reports, and manage the resolution of incidents.

- Escalate major incidents to Level 4 and manage vendor incidents.

- Supervise alerts related to application and system procedures and provide proactive services.

- Maintain professional relationships with engineering and customer departments.

- Administer and resolve network issues, provide updates, perform root cause analysis, and prepare documentation.

- Recommend ways to optimize performance, provide solutions to problems, and prepare reports for all issues.

Essential Experience and Qualifications:

- Demonstrated expertise in leading technical teams, with a telecoms engineering background preferred.

- Minimum of 5 years' relevant experience in network operations or a similar field.

- Familiarity with technologies such as SS7, Sigtran, Diameter, GTP, BGP, and VPN.

- Strong interpersonal skills and the ability to remain calm under pressure.

- Excellent spoken and written English.

- Commitment to providing a high quality and professional service.

- Effective problem-solving skills and the ability to prioritize work tasks.

- Adaptable and flexible approach to work.

- Experience leading a team responsible for network operations, including performance monitoring, capacity management, and fault analysis.

- Motivate and mould a high-performing team, ensuring team performance aligns with defined success KPIs.

- Proven track record in scheduling rotas for a 24/7 team.

- Experience in fostering a culture of curiosity and encouraging proactive question-asking within teams.

Desired Experience and Qualifications:

- ITIL v4 Foundations certification.

- CCNA certification.

- Experience with monitoring tools such as Grafana, PRTG, SolarWinds, and Power BI.

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