Network Quality & Improvement Manager

Snaphunt Pte Ltd

Network Quality & Improvement Manager

Snaphunt Pte Ltd


Job Nature: Permanent

Position Level: Experienced, Manager

Job Category: Consulting , IT-Management, IT-Software/Development, Quality Control/Assurance

Qualification: Diploma, Bachelor's / Honours, Masters / PhD

Salary: Login to view


The Offer

  • Opportunity to work with a large MNC with a strong global presence
  • Join a team of insightful and creative professionals
  • Attractive salary and package

The Employer

Our client is one of the world leaders in payment solutions with offices in over 100 countries and an employee size exceeding 20,000 worldwide. The Company has partnered with over 150 clients primarily in the financial services and retail industry, to provide high-quality services and technology to cater to the ever-changing consumer landscape.

 

The Job

The Quality Manager will provide technical and subject matter support of the servicing platform.

You are responsible for:

  • Providing network and security expertise advice on engagement, onboarding, deployment, testing and end-to-end implementation and calls triage and enrichment with the platform.
  • Working with customer IT to provide expertise to implement the platform.
  • Liaising with the global team on all matters, including change requests.
  • Troubleshooting all software issues and implement and share solutions across APAC.
  • Track and report KPI for country and APAC.
  • Coordinate with the country team to evaluate and analyse technical events, incident and problem management data in support of service operations’ and bad boys/ actors program to reduce repeat calls and propose improvement action plans.
  • Observing technical or process problems at all times and consolidating the information from observation on the service area level.
  • Proactively working with country team and Service Manager on potential problems and offer improvement suggestions, if possible.
  • Sharing technical knowledge and best practices with the team and with local service operations teams. 
  • Planning and implementing training for the local Service Operations and Service Partners.
  • Planning and proposing local service audit programs with Service Managers and APAC Team Head.

 

The Profile

  • You have a technical diploma or university degree in a technical discipline (e.g. computer science, network and data security or data management).
  • You have at least 5 years' experience in a similar technical function, ideally in the IT Services industry.
  • You have a deep product knowledge of network and IT Security.
  • You have knowledge of and experience in using the relevant tools and procedures.
  • You have an understanding of the related customer processes and work environment.
  • You have an interpersonal competence for training and coaching of colleagues.
  • You have good communication skills, written and spoken.
  • You have a good command of spoken and written English; other languages are an advantage.
  • You have a strong ability to remotely support engineers and salespersons.
  • You have the ability to function within an international team environment, with remote members and remote management.
  • You are willing to undertake 30%-60% travelling within APAC countries.
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