SOC Team Leader

September 30, 2023 | Service Operations, Telecom Engineers & Technicians | 1 positions in Phnom Penh

Job responsibilities

As a SOC Team Leader, you will be responsible for supervising all tasks assigned to SOC B2B Engineers and SOC Supports, ensuring smooth shift operations, and managing daily surveillance on B2B, enterprise, and Fixed Network Services. You will also handle SOC personnel management, incident tracking, ticket handling, communication with internal teams and third-party vendors, and the consolidation of SOC reports for management. Additionally, you will cooperate with the OSS unit and other relevant teams to improve efficiency and support any pending tasks escalated from the SOC unit.

As a SOC Team Leader, you will be accountable for:

• Supervising jobs assigned to SOC B2B Engineers and SOC Supports, ensuring seamless shift operations
• Managing SOC B2B Engineer and SOC Support rotation shifts and shift arrangements during leaves or training
• Tracking daily operations under SOC area, escalating and following up with relevant teams to achieve high ticket handling efficiency and KPI/KQI results
• Conducting daily surveillance on B2B, enterprise, and Fixed Network Services, and consolidating reports
• Managing recruitment, training, evaluation, and performance assessments for SOC B2B Engineers and SOC Supports
• Logging incidents properly and verifying their accuracy
• Cooperating with internal teams to resolve pending tickets, work orders, or issues
• Communicating with third-party vendors providing fiber infrastructure or other relevant services to address tickets, issues, or outages
• Consolidating and submitting SOC reports in the reporting system for management
• Collaborating with the OSS unit to develop and improve OSS, trouble ticket systems, and daily operation flows for cost-effectiveness and efficiency
• Cooperating with other relevant teams, internal and external, to support handling pending tasks reported or escalated from the SOC unit

Job requirements

• Bachelor’s Degree
• Areas of Education: Telecom, IT, Business Management
• Area of Experience: Fixed Network, RAN, Transmission, Power supply, Infrastructure, Billing, OSS, IT Network
• Professional Qualification: Huawei equipment certified
• Managing people and performance
• Risk Management
• Interpersonal Skills
• Good communication in English, reading, writing, and listening
• Coaching skill
• Result Driven
• Business Intelligence
• Change Management
• Minimum Five (5) years of Telecommunications experience (Fixed Network, Base Station, Transmission, Power, IT Infra, Datacenter, Billing, Core Network, ISP)
• Minimum three (3) years of OSS experience (EMS, NMS, OSS)
• Minimum three (3) years of managing people.

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