Kerja Sepenuh Masa, Operation - Maintenance Manager di ZTE Corporation Federal Territory - Maukerja

* Lead overall O&M operations across multiple customer accounts.

* Ensure contractual SLA, KPI and service availability targets are consistently achieved.

* Establish operational priorities, escalation processes and performance controls.

* Monitor operational risks and take proactive action to prevent SLA breaches.

* Oversee end-to-end trouble ticket and incident management.

* Ensure tickets are properly prioritized, escalated and closed within SLA.

* Monitor critical and aging tickets and drive timely resolution.

* Review recurring issues and ensure corrective actions are implemented.

* Oversee spare parts availability and inventory across all accounts.

* Ensure critical spares are maintained at appropriate stock levels.

* Monitor consumption, replenishment and potential stock shortages.

* Maintain senior-level relationships with key customer stakeholders.

* Lead customer escalations and major operational discussions.

* Conduct regular operational performance reviews with customers.

* Ensure customer concerns are addressed promptly and professionally.

* Act as the key O&M interface with China HQ for operational requirements, reporting and

initiatives.

* Coordinate HQ requests and ensure timely execution by local teams.

* Consolidate and communicate local operational status, issues and requirements to HQ.

* Ensure local operations are aligned with HQ processes, standards and strategic direction.

* Manage cross-border communication and escalation between HQ and local teams.

* Ensure timely and accurate monthly O&M reports for each account.

* Review SLA/KPI performance, ticket status, major incidents, spare parts, risks and improvement

actions.

* Consolidate account performance for management and HQ review.

* Manage and provide direction to multiple Service Delivery Managers.

* Ensure consistent O&M standards and processes across all accounts.

* Optimize manpower and resources according to business and SLA priorities.

* Drive competency development, accountability and continuous improvement.

Job Requirements

* Degree in Engineering, Telecommunications, IT or related discipline.

* Minimum 10 years' experience in telecom, IT infrastructure, data center or managed services.

* Proven experience managing multiple customer accounts and technical teams.

* Strong knowledge of SLA, incident, ticket and service delivery management.

* Strong customer and stakeholder management skills.

* Ability to coordinate effectively with China HQ and cross-border teams.

* Excellent leadership, communication and problem-solving capabilities.

* Experience in mission-critical telecom or data center environments preferred.

* Willingness to travel occasionally as required by business and customer needs