Deputy Manager Of Opcs Department

JOB SUMMARY

The Deputy Manager of OPCS Department is responsible for leading and managing the overall operations of the OPCS Department, including the Operation (OP) Team and Customer Service (CS) Team.

This role ensures stable 24x7 Data Center operations, effective service monitoring, efficient service delivery, and high-quality customer support for the company’s infrastructure and related services.

DUTIES AND RESPONSIBILITIES

Key duties

• Lead and manage the daily operations of the OP Team and CS Team.

• Assign tasks, supervise team performance, and ensure operational efficiency.

• Provide guidance, coaching, and skill development for team members.

• Develop and maintain operational procedures, workflows, and related documentation.

• Coordinate with internal teams and stakeholders for operation and service support activities.

• Manage escalation processes and ensure proper handling of operational and service related issues.

24 x 7 Data Center Operations

• Manage and oversee 24x7 Data Center operational activities and shift operations.

• Ensure monitoring of operational status for Data Center services and infrastructure.

• Ensure initial incident response, basic troubleshooting, and service request processing within defined scope.

• Coordinate escalation of complex issues to relevant teams for resolution.

• Ensure stable operation and maintenance of internal operational systems such as in-house cable systems, Telephone systems, and other related systems.

Customer Service

• Coordinate Customer Service operations, including escalated issue handling and further escalation to relevant teams when required.

• Coordinate with technical teams to ensure service quality and customer satisfaction.

• Oversee IT monitoring systems to ensure effective service monitoring, alerting, and incident detection.

Service Delivery

• Coordinate technical activities related to service delivery to ensure timely and stable service deployment to customers.

• Assign and coordinate team members to participate in service delivery projects and support implementation of assigned infrastructure/service components.

• Monitor service deployment progress and support issue resolution where required.

Others

• Prepare operational and service reports as required.

• Perform other tasks as assigned by the DC Executive Deputy Director or DC Director. (such as: DCOP, etc ...)

Yêu cầu công việc

Education:

• Bachelor’s degree in Information Technology, Telecommunications, Business Administration, or related fields.

Experience:

• Minimum 5 years of experience in IT Operations, Data Center Operations or Customer Service

• Minimum 2 years of experience in a team leadership or supervisory role.

• Experience in 24x7 operational environments, incident management, or service coordination.

Knowledge:

• Understanding of Data Center operations and IT service environments.

• Knowledge of incident management processes

• Understanding of service management principles

Skills/Abilities:

• Leadership and coordination skills

• Problem-solving skills

• Communication and customer handling skills

• Organizational skills

Quyền lợi

• Thưởng: bonus