Job Descriptions

• Support and Control Incident, Service Provisioning and Network Capacity planning on ISP services such as Corporate Internet, Broadband Internet, SSL Certificate.
• Point of contact for all Major Incidents.
• Manage Incident and Provisioning team to achieve operation KPI.
• Perform reports, documents, and procedures related to management team.
• Responsible for planning and coordinating all the activities required to perform, monitor, and report on the process.
• Responsible for the effective implementation of the process "Incident Management/Service Provisioning Management/Change Management/Problem Management" and carrying out the respective reporting procedure.
• Take control all those process to ensure that the KPI/SLA is respected
• Represent the first stage of escalation for Incidents.
• Ensure the closure of all resolved and end-user confirmed Incident records.
• Establish continuous process improvement cycles where the process performance, activities, roles and responsibilities, policies, procedures, and supporting technology are reviewed and enhanced where applicable.

Qualifications 

• Minimum 3-5 years of IT service management/Network Infrastructure Operation.
• Bachelor’s degree in Computer Engineering, Computer Science, Information Technology or related field.
• Experienced with Manage large enterprise, Datacenter, ISP managed service.
• Experienced with LAN and WAN configuration, network and routing protocols
• Experience with network capacity planning
• Good understanding of network, Securities and/or system.
• Ability to work under pressure.
• Ability to prioritize tasks based on urgency and importance
• Understand the ITIL Incident management, Change management and Problem Management operation processes.
• Critical thinker and problem-solving skills.
• Good time-management skills.
• Good command in Thai and English
• ITIL certificate would be advantage