The role

Superloop is looking for an experienced Project Officer with a proven track record of leading the operation and maintenance of telecommunications networks, with a focus on customer support and Fibre Optic infrastructure.

The key responsibilities are to ensure excellent customer service support and support the Infrastructure Implementation Manager with operation of the Layer 1 fibre network to ensure network service quality and efficiency. The successful candidate will be responsible for customer provisioning/activation, service activation, service restoration, customer service support and supporting planned maintenance activities. 

The successful candidate will also be responsible for working with data centres, customers and contractors to ensure timely access for provisioning and support activities. The successful candidate will be an integral part of the escalation process for service issues and faults, to make sure the correct technical teams are involved and to provide operational assistance during major emergencies.

What you'll be doing:

• Day to day operation of the fibre network, supporting the Infrastructure Implementation Manager with all aspects of network operation from construction, service delivery, fault management and network maintenance.
• Ensuring local provisioning and fault management SLA’s are achieved at all times on the network.
• Project management of planned repairs and maintenance activities, including co-ordination between customers (internal and external) and contractors to ensure maintenance activities are completed successfully, on-time and with minimal disruption to live services.
• Acting as an escalation point for customer problems and questions via telephone, e-mail and face-to-face and being the escalation contact for service issues, out of hours.

Ideal candidate:

• At least 5 years proven experience in a comparable role within a Telecoms organisation
• Previous experience with project management of a fibre-optic network and providing hands on customer support at a service level
• Excellent verbal and written communication skills
• Demonstrated commitment to excellent customer service.
• Able to analyse problems, issues and needs and to develop solutions independently.
• Ability to cope with changes, including adapting to meet emergency business critical events
• Ability to effectively plan and organise workload
• Self-motivated and capable of working under pressure/using own initiative with minimal supervision
• Team player, who contributes ideas and suggestions for improvement
• Previous supplier management experience is desirable
• Fluency in English and Cantonese is essential, and fluency in Mandarin is desirable

Our vision is to become the leading independent provider of digital services across the Asia Pacific region. Superloop have already established core fibre networks in APAC, including Australia, Singapore and Hong Kong, connecting key cloud data centres as well as business and tech hubs in and across the regions. Our plan is to expand the network into some of the most strategic commercial buildings to improve opportunity serviceability, service delivery times and an increasing network effect. Quality, reliability and customer satisfaction are at the core of everything we do and we aim to provide an uncomplicated, seamless experience from initial network design through to delivery and on-going support.