Service Provisioning Associate 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 Delivery Engineer (International Leased Circuits - ILC) 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 Delivery & Provisioning

• Coordinate the end-to-end provisioning, implementation, testing, and activation of International Leased Circuit (ILC) services in collaboration with customers, field service teams, and partners.
• Manage work orders for service provisioning, changes, and cessations while ensuring compliance with established operational processes.
• Ensure key project milestones and committed delivery timelines are achieved.
• Monitor service delivery progress and proactively address implementation risks.

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, ensuring timely follow-up and communication.
• Escalate complex or high-impact issues to the appropriate stakeholders when required to support timely resolution.
• Contribute to continuous improvement by identifying recurring issues and recommending process enhancements.

3. Stakeholder Management & Customer Experience

• Build and maintain effective working relationships with customers, local service providers, and internal teams.
• Communicate project progress, service updates, and implementation status throughout the delivery lifecycle.
• 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 records and documentation throughout the delivery lifecycle.
• Support the team in achieving operational KPIs and service delivery targets.

5. Continuous Improvement

• Identify opportunities to improve delivery processes, operational efficiency, and service quality.
• Contribute to knowledge sharing and best practices within the team to enhance operational performance.
• Support initiatives that strengthen service delivery 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, provisioning, project coordination, or service fulfilment.
• Experience coordinating International Leased Circuits (ILC), enterprise telecommunications services, or similar network delivery projects is an advantage.
• Knowledge of telecommunications network architecture, network concepts, and basic networking principles.
• Proficiency in Microsoft Office 365 applications, including Excel, Word, Outlook, PowerPoint, and SharePoint.
• Experience in incident management, problem management, configuration management, or supplier/vendor coordination.
• 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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