Incident Management Specialist_L1

Key ResponsibilitiesTo provide a professional first technical point of contact for the customer and third party vendorsTo manage the change request for the customer.To do basic risk assessment, planning, and request handling.Diagnose fault incidents by effectively utilizing troubleshooting software and other network/product utility programs.Provide updates as needed to the customer in order to meet performance objectives and contractual objectives.To ensure cases are allocated to the most appropriate ‘next step’ as part of the incident flow processTo monitor incidents and perform both technical escalations and managerial escalations in line with company procedures.To monitor systems, customer networks and products, and deal with alerts and events as appropriate.To liaise and refer issues to correct/relevant entities e.g. other service desks, PTT, Carriers, Operations & Engineering teams and other Vendors as appropriate.Document all troubleshooting and incident management actions via the electronic incident management system to the highest possible standard.To undertake any other reasonable task as assigned.SkillsAble to commit to work 24/7 shift rotations.Ability to work in an international environment but with capability to work.independently when needed.Ability to engage and partner with customers and internal staff as required.Ability to identify problems and analytically solve them to resolution as required and without stress.Ability to work in a (virtual) team environment with internal and external organizations and with customers.Proficient in English plus fluent in additional language -Korean, Mandarin, Japanese, Cantonese Language skills is an added advantage.Education and Experience RequirementsMin qualification of Degree or Diploma or equivalent in IT fields, and;Preferably 2 years of experience in a Network environmentHas min 1 year of experience liaising with international customers.Preferably certified with CCNA/CCNP or other relevant network certification.Experience working with Telco providers and product vendorsRelevant working experience and possess sound technical knowledge.Strong technical troubleshooting and knowledge of any of the below technologies needs to be demonstrated: -a. IP knowledge - IPVPN, IP Telephony, Internet, LAN, etcb. WAN knowledge - MPLS, SD-WAN, etcc. CISCO routers, switches, and standard products knowledge preferred.