Job Description

Job Summary

We are looking for a technically proficient and service-oriented

Service Support Manager

to join our regional operations team, supporting mobile and cross-border data services across the

ASEAN region

. This role is well-suited for

junior professionals

with a background in telecommunications or network operations who are keen to grow in a dynamic, customer-facing technical environment.


You will play a key role in coordinating fault resolution, improving service quality, and ensuring operational stability for high-priority telecom services.

Key Responsibilities

Service Coordination & Response

+ Coordinate with internal teams and partners to support timely resolution of service issues for enterprise customers in the ASEAN region
+ Act as the liaison for fault escalation and post-delivery support processes

Incident Management

+ Assist in managing

cross-border data service faults

, ensuring efficient troubleshooting and communication with relevant teams
+ Track incident timelines and support reporting for internal review and external stakeholders

Service Quality Monitoring

+ Monitor the performance of

MVNO and mobile platforms

to ensure stability and uptime
+ Coordinate with operator partners to drive improvements based on service metrics and feedback

Reporting & Improvement

+ Support the preparation of

network operation reports

, identifying recurring issues and contributing to service improvement plans
+ Maintain records related to escalation, root cause analysis, and resolution actions

Requirements

Education:

Bachelor's degree or above in

Telecommunications, Network Engineering, Electronics

, or a related technical field

Work Experience:

+ None needed, but 1-2 years of relevant experience in telecom service support, network operations, or customer-facing technical roles is a plus.
+ Experience coordinating across teams and managing issue resolution is advantageous

Technical Knowledge:

+ Basic understanding of

IP networking, transmission systems, and mobile/MVNO platforms

+ Familiarity with telecom incident handling and post-sales support processes is preferred

Skills & Competencies:

+ Strong communication, coordination, and time management skills
+ Able to handle high-pressure situations and prioritize effectively
+ Meticulous, with a strong sense of accountability and customer service

Language Requirement:

+

Fluent in both Mandarin and English

- Mandarin is required for regular communication with technical teams and support units based in

Mainland China

Preferred Certifications (optional):

+ CCNA, HCNA, PMP, or ITIL Foundation certifications are a plus