CenturyLink Senior Analyst (Service Assurance) in Hong Kong, Hong Kong

CenturyLink (NYSE: CTL) is the second largest U.S. communications provider to global enterprise customers. With customers in more than 60 countries and an intense focus on the customer experience, CenturyLink strives to be the world’s best networking company by solving customers’ increased demand for reliable and secure connections. The company also serves as its customer’s trusted partner, helping them manage increased network and IT complexity and providing managed network and cyber security solutions that help protect their business.

Job Summary

Location (Country):

City/Work Location: Hong Kong/ HopeWell Centre

Position Objective/ Summary:

The position is primarily responsible for the technical support, post-sales management, and review of complex networking solutions (Layer-1, IP, data, optical, SD-WAN and EPM). This is accomplished by having a complete understanding of the customer's business needs and strategies. The output of the pre-sales design process is to be validated, to ensure the final solution that CenturyLink provide meets the customer objectives.

Position Summary:

  • Responsible for the management, and review of specific orders with complex, non-standard, or private line customer requirements

  • Ability to analyse, troubleshoot, isolate and correct complex issues across multi-vendor, multi-layer carrier networks

  • Recommend, create and deliver training material

  • Demonstrate superb knowledge of the organization’s entire product line, including the ability to perform lab testing to identify product strengths and advise technical constraints

  • Proactive in identifying and suggesting process improvements that can increase service delivery efficiency, handover times and customer satisfaction

  • Ability to recommend products/services that fit well with client business needs

  • Actively engage in projects and oversee orders to determine customer requirements. Ensure that requirements are met with sufficient planning, execution and validation according to the original customer objective

  • Coordinate activities in support of Sales, Planning and Engineering, Operations and the International Costing Group when necessary

  • Support the various sales teams to ensure clients receive high-quality customer service and help the introduction of new products or services when they become available

  • Coordinate service acceptance testing, from service activation through to troubleshooting in-service orders

Job Description

Responsibilities

Service Assurance Support

  • Pre-activation technical support and escalations within Service Delivery

  • Ability to design complex test procedures, coordinate testing while providing consistent, verifiable results across any network topology

Delivery Design Assurance Review (APAC)

  • Technical support and design assurance for any international layer-1 IPL circuit and any order requiring diversity or protection

  • Technical support for any complex or non-standard order

  • Offer proactive engagement and order review for any GAM account

Service Delivery and Implementation Support

  • Suggest process improvements within CenturyLink Provisioning, inclusive of the CTL-Lvl3 integration

  • Act as the provisioning process SME

  • Provide technical support and coordination throughout the entire post-sales and pre-activation process

  • Proactively assist in the Implementation of complex orders

  • Coordinate service activation and turn-up of complex orders

  • Engage in orders that are stuck or those which need expediting

  • Have a deep understanding of IP and transport systems and the ability to support the Provisioning team with troubleshooting

  • Provide project management for complex installs

  • Perform post sale reviews, utilising resources from different departments, resulting in the validation of pre-sale designs and order packages

ICG Support (Pre-Sales)

  • When engaged, compare quoting accuracy with technical design and or customer requirements

  • Provide technical support throughout the quoting process

  • Ability to act as a carrier interface and a solution architect

AC/CCM Support

  • Support ACs/CCMs by performing order review and validation in the pre-sales stage

Sales and SE Support

  • Engage with sales engineers, CNDC, and Planning and Engineering teams to ensure correct company procedures pertaining to design are followed

  • Assist the Products team on new product releases

  • Network process and architecture SME

Engineering and Migration Support

  • Perform IP and transport systems verification to support the Engineering, FEPs and Provisioning teams

  • Perform inventory management, sparing management, and have the ability to carry out RMA replacements

  • Ability to create SOWs, MOPs and action plans for migrations and testing of new circuits or services

Success Measurements:

  • KPI targets

  • Support level, process improvements and accuracy of reviewing processes

  • Service Delivery and Account team satisfaction

Qualifications

  • BS in Computer Science; Networking, or equivalent technical experience in related fields

  • At least 5 years’ of experience with CenturyLink Products and Systems, QC and QCC or related Telecom experience

  • Excellent technical knowledge of CenturyLink products; e.g., Layer-1 IPL, Voice, Data, IP, VPN, Web Hosting, SD-WAN, EPM and CPE or related products.

  • Complete understanding of the service delivery and sales processes

  • Excellent knowledge of enterprise and carrier voice over IP systems and solutions from key vendors

  • Maintain an in-depth knowledge of corporate security policy, rules and regulations

  • Self-managed, ability to work independently as well as in a team environment in a fast paced and demanding environment

  • Proficient with common office applications, including MS Visio, MS Outlook, and MS Excel

  • Excellent organizational, interpersonal, and communication skills (oral, written and presentation)

  • Ability and willingness to share knowledge and expertise among various organizations within the company

  • Ability and willingness to take the initiative to facilitate teamwork within the various organizations of the company to serve the customer

  • Ability to work in a team environment and demonstrate strong problem solving skills

  • Flexibility to handle varying workload, and continue to meet tight deadlines

  • Ability to multi-task and work multiple projects simultaneously.

  • Excellent knowledge of data centre facilities, including; power distribution, uninterruptible power switching systems, generators, air handling equipment, cabling and cable management systems, fire suppression, and security

Education

Bachelors or Equivalent in Science or Engineering General

Requisition #: 197945

EEO Statement

No Discrimination. We are committed to providing equal employment opportunities to all persons regardless of race, color, ancestry, citizenship, national origin, religion, veteran status, disability, genetic characteristic or information, age, gender, sexual orientation, marital status, family status, pregnancy, or other legally protected status (collectively, “protected statuses”). We do not tolerate unlawful discrimination in any employment decisions, including recruiting, hiring, compensation, promotion, benefits, discipline, termination, job assignments or training. Any offer of employment is contingent upon the results of a pre-employment drug test and background check.

Disclaimer

The above job definition information has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job. Job duties and responsibilities are subject to change based on changing business needs and conditions.