Network Service Manager (Contract Role)

Job Responsibilities:

This position is a 3-6 months contract role.

The Service Manager – Data Communications, ICT & IDC is responsible for the end-to-end service management and operational performance of telecommunications, ICT, and Internet Data Center (IDC) services for enterprise, carrier, and cloud customers.

The role oversees service assurance, SLA management, incident handling, operational coordination, customer management, and continuous improvement across data communication, ICT infrastructure, cloud, and data center environments. The Service Manager acts as the primary operational interface between customers, internal technical teams, vendors, carriers, and data center operators to ensure stable, reliable, and high-quality service delivery.

Service Delivery & Operations

1. Manage operational performance and delivery of: IPLC / IEPL, MPLS VPN, DIA / Internet services, SD-WAN, Ethernet Private Line, Cloud connectivity, ICT managed services, IDC colocation services;

2. Ensure all services meet contractual SLA, KPI, and customer operational requirements;

3. Coordinate service provisioning, migration, maintenance, testing, and decommissioning activities;

4. Monitor service quality, utilization, latency, availability, and capacity trends across network and IDC infrastructure.

ICT & IDC Operations Management

1. Coordinate daily operations for IDC and ICT service environments;

2. Oversee service assurance for: Data center facilities coordination, Rack and power provisioning, Cross-connect management, Smart hands & remote hands support, Virtualization and cloud platform services, Backup and disaster recovery services;

3. Coordinate planned maintenance activities affecting ICT and IDC environments;

4. Ensure compliance with operational, security, and customer access procedures within data center environments;

5. Work closely with facilities, engineering, cloud, and security teams to ensure service continuity;

Incident & Problem Management

1. Lead major incident management and service restoration activities;

2. Coordinate troubleshooting with NOC, SOC, engineering teams, IDC operations, carriers, cloud providers, and vendors;

3. Provide timely customer communication, escalation handling, and incident updates;

4. Drive Root Cause Analysis (RCA) and preventive improvement initiatives;

5. Track recurring issues and coordinate long-term corrective actions;

Customer & Stakeholder Management

1. Act as the primary operational contact for enterprise, carrier, cloud, and IDC customers;

2. Conduct regular service review meetings and operational reporting sessions;

3. Prepare SLA reports, incident summaries, utilization reports, and service improvement plans;

4. Manage customer escalations and maintain high levels of customer satisfaction.

Change & Risk Management

1. Review and coordinate network, ICT, cloud, and IDC maintenance activities;

2. Ensure operational risk assessments and rollback plans are properly implemented;

3. Participate in Change Advisory Board (CAB) processes;

4. Validate maintenance notifications, customer impact analysis, and implementation readiness.

Vendor, Carrier & Cloud Coordination

1. Coordinate with domestic and international carriers, cloud providers, data center operators, and ICT vendors;

2. Track vendor performance, escalation responsiveness, and SLA compliance;

3. Coordinate third-party troubleshooting and maintenance activities;

4. Ensure proper follow-up for outages, fiber cuts, cloud incidents, and facility-related events.

Reporting & Continuous Improvement

1. Generate weekly/monthly operational and SLA performance reports;

2. Analyze operational trends and recommend optimization initiatives;

3. Support service automation, operational efficiency, and process improvement projects;

4. Maintain accurate operational documentation, SOPs, and customer service records.

Job Requirements:

1. Bachelor's degree in Telecommunications, Information Technology, Computer Science, or related discipline;

2. 5+ years of experience in telecommunications, ICT operations, IDC operations, or service management;

3. Experience supporting enterprise and carrier-grade ICT/data communication environments;

4. Familiarity with cloud, virtualization, and data center operational processes;

5. Experience managing customer-facing operational escalations and SLA commitments.

6. Require 24x7 standby support during major incidents or maintenance activities.

7. Participation in after-hours escalation management when necessary.

8. Coordination with regional/global teams across multiple time zones and data center locations.

9. Strong understanding of IP networking, MPLS, SD-WAN, BGP routing, Optical transmission, Ethernet services, Cloud connectivity, IDC infrastructure, Managed ICT services;

10. Familiar with ITIL framework, Incident/problem/change management, Data center operational procedures, Cloud platforms (AWS, Azure, Alibaba Cloud, etc.), Network and infrastructure monitoring systems.

Soft Skills

1. Strong communication and stakeholder management skills;

2. Ability to manage high-pressure incidents and customer escalations;

3. Excellent coordination and problem-solving capability;

4. Good report writing and presentation skills;

5. Ability to work across regional and cross-functional teams.

Preferred Certifications

ITIL Foundation or higher, CCNA / CCNP, JNCIA / JNCIP, AWS / Azure Cloud certifications, CDCP / CDCS (advantageous), PMP (advantageous)