Core Capabilities / Technical Skills:

• Strong Incident Management capabilities & Communications skills

• Escalation Management to ensure escalated cases are engaged with right resources and to closely follow

up with backend resolver groups while keeping customers updated.

• Resource management and engagement capabilities where senior member of NOC team or ITIL team to be triggered where need arises

• Assertive control on ticketing movement and associated tasks within his/her shift time

• Customer focused and ability to build relationships with customers and peers

• Team player, dynamic and self-motivated, a professional with excellent interpersonal, communication and

project management skills

• 1 to 2 years’ Supervisory experience in Customer Service or equivalent experience

Technical Descriptors:

• Basic understanding of Layer 2 & 3 and Layer 1 network issues, cases, and terminologies

• Understanding of Network operations (WAN, LAN) with experience with other common Internet Protocols & Technologies; HTTP, HTTPS, FTP, Telnet, SSH and NNTP - ADSL, IPVPN, Ethernet, SDH, IPL, VoIP, CUCDM

• Ability to lead internal and/or external conference calls during Incident Management cycle with stakeholders

• Solving problems of moderate complexity

• Maintaining stakeholder relationships

• Some experience in supervising staff