Service Provisioning Engineer

Be a part of something BIG!

Say HELLO to BIG Possibilities with Singtel KL (Sudong MY Sdn Bhd)! 

Singtel is Asia's leading communications technology group, our presence spans across 21 countries in Asia, Australia, and Africa. We thrive on innovation, digital transformation, and harnessing next-generation technology to create a more sustainable and digital future. Now, we are bringing this energy to Kuala Lumpur with the launch of our brand-new Shared Services Centre.

We are looking for a Service Provisioning Engineer to manage the end-to-end delivery of International Leased Circuit (ILC) services, ensuring timely implementation, effective stakeholder coordination, and an excellent customer experience while meeting operational service levels and team objectives.

Make an Impact by:

1. Service Provisioning & Delivery

• Coordinate the end-to-end provisioning, implementation, testing, and activation of customer Transport (Layer 2) services in collaboration with customers and field service teams.
• Manage service provisioning, change requests, and service cessation activities in accordance with established operational processes.
• Ensure key service milestones and committed delivery timelines are achieved.
• Monitor service delivery progress and proactively address implementation risks and delays.

2. Incident & Issue Management

• Manage service delivery issues and fallouts by coordinating with Local Service Providers (LSPs), partners, and internal stakeholders.
• Track issues from identification through to resolution while ensuring timely communication with stakeholders.
• Escalate complex or high-impact issues to the appropriate support teams when required.
• Contribute to service improvements by identifying recurring issues and recommending process enhancements.

3. Stakeholder Management & Customer Experience

• Build and maintain effective working relationships with customers, partners, suppliers, and internal teams.
• Provide timely updates on implementation progress, service status, and issue resolution.
• Manage stakeholder expectations through proactive communication and effective coordination.
• Deliver a positive customer experience by ensuring responsive and professional service delivery.

4. Reporting & Operational Excellence

• Generate operational reports and consolidate service delivery data to support performance monitoring.
• Prepare and submit weekly and monthly operational reports in a timely manner.
• Maintain accurate service documentation and operational records.
• Support the team in achieving service delivery KPIs and operational targets.

5. Continuous Improvement

• Identify opportunities to improve provisioning processes, operational efficiency, and service quality.
• Contribute to knowledge sharing and best practices within the team.
• Support initiatives that strengthen operational governance and customer satisfaction.

Skills for Success

• Diploma or Bachelor's Degree in Information and Communications Technology (ICT), Telecommunications, Information Technology, Computer Science, Engineering, or a related discipline.
• Minimum 3 years of experience in telecommunications service delivery, service provisioning, order fulfilment, or project coordination.
• Experience in coordinating International Leased Circuit (ILC), enterprise telecommunications services, or service management activities is an advantage.
• Knowledge of network architecture, telecommunications concepts, and basic networking principles.
• Proficiency in Microsoft Office 365 applications, including Excel, Word, Outlook, PowerPoint, and SharePoint.
• Familiarity with incident management, problem management, configuration management, and supplier management processes.
• Strong analytical and problem-solving skills with attention to detail.
• Excellent communication and stakeholder management skills with a customer-focused approach.
• Ability to manage multiple work orders and priorities in a fast-paced operational environment.
• Proficiency in written and spoken English; proficiency in an additional local language is an advantage.

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