Service Account Management

Become a part of Thailand's no.1 Digital Service Provider, who strives to provide best services that help people fulfil their dreams.

We are looking for potential candidates who are eager to learn and grow to join our young talent team.

Job Posting Location: Bangkok

Job Summary: Service Account Management

Job Responsibilities:

Single point of contact (SPOC) on Operations matters
Oversee day-to-day fault management for Critical or Escalated incident
Provide regular updates and ensure timely fault resolution for Critical or Escalated incident following by SLA commitment to corporate customer.
Overseeing the entire planned maintenance cycle for customer's critical services
Provide data information that customer needed within SLA
Built more relationship with enterprise customer & provide the best customer experience for the best customer satisfaction
Conduct monthly Performance Reviews basically covers the following:

Previous meeting minutes
Present monthly network availability report
Summary of Incidents
Develop improvement plan for prolong outages, found no fault, repeated fault, chronic problem, etc.
Update or review any improvement plan
Response VOC and coordinate relate team to improve our service.

Investigate and find out the root cause for chronic problem of enterprise Customer and consult with related team to find out the solution of that problem
On site for problem troubleshooting of all Enterprise product such as Corporate Fixed line, Cloud, SD WAN, Firewall, Bulk SMS, M2M, EDS (MPLS & IPLC), Radio Quality etc.
Analysis data for SKA Customer to reduce and improvement for better Availability, MTTR and Fault rate of each service such as EDS M2M Bulk SMS E1 etc.
In deep analysis for some SKA customer that have different trend of fault rate, availability and MTTR.
Coordinate with related team to set action plan and target to improve our service.
Find out the root cause and clarify internal process to improve our service especially in aftersales service areas

Recruiter: Pitchaporn Sukittipattanakul (พิชชาพร สุกิตติพัฒนากุล)

Senior Engineer