Operations & Customer Service Engineer (Data Centre)

The Operations & Customer Service Engineer provides first-line operational and technical support for customers. This role is responsible for responding to customer's requests in accordance with defined SLAs; creating and driving internal ticket workflows; coordinating with cross-functional teams to resolve issues; communicating timely, accurate status updates to customers; and collect data and prepare report according to customer's requirement. This role also performs data center on-site operations based on SOPs and under guidance from L2 engineers, including routine inspections, execution of standard operational procedures, and hands-on support for troubleshooting and fault isolation.

Key Responsibilities

SLA-Based Customer Support

·       Respond to customer requests in accordance with SLA requirements.

·       Perform initial triage, impact assessment, and troubleshooting to determine next actions and routing.

·       Ensure customer commu...