Senior Network Engineer – Technical Vendor Management

Job Field: Information Technology/Service
Location: Kuala Lumpur, MY, 50000
Company: BASF Asia Pacific
Job Type: Experienced
Job ID: EN_MY_25148

We are the world's leading chemical company because we offer intelligent solutions for our customers and for a sustainable future. We have over 110,000 employees connecting around the world. For you, this means an almost unlimited range of job opportunities, career development and lots of potential to continue learning . At BASF we believe strongly in the power of connected minds.

Description

BASF Shared Services Center Kuala Lumpur, was established in 2005. Located in Kuala Lumpur, the shared services center has 620 employees and provides functional services in the areas of Finance, Controlling, Information Services, Human Resources, Environment, Health & Safety, Procurement and Import Export Operations to BASF companies and affiliates in 16 countries across the Asia Pacific region. BASF has three other shared services centers located in Berlin and Ludwigshafen in Germany and in Montevideo, Uruguay, that cover Europe and the Americas. Objectives of the Position:

• Global Technical Vendor Steering Network & Communication group is responsible for the technical steering of the global vendor British Telecom. Handling of all related incidents in the Network* services globally.
• Region AP support for incident related escalations and problems as they develop. Project support as a technical resource. Steering the vendor on recovery efforts and leading them to proper closure. Coordinate regional change management, attend weekly CAB meeting. Regional on call duty rotated among all team members

Job responsibilities:

• As member of the global TVM team, on daily basis to review and manage all types of network incidents and escalations. Ensure all incidents are addressed in timely manner.
• Identify and escalate vendor Tier 2/Tier 3 support issues into the appropriate resolver.
• Execute outage and escalation processes for service interruptions with impact to end user services.
• Ensure that incidents and service requests which require multiple vendor activities are properly coordinated and executed.
• Support vendor in their troubleshooting process where needed.
• Review and validate network requests from request management team to ensure network is designed according to standard.
• Read and respond to end user complaint emails. Work with vendor(s) to identify failure points and resolve tickets and issues.
• Coordinate scheduling of network changes with BRMs, site contact and vendor. Submit changes to Change Advisory Board for consideration.
• Ensure that vendor is scheduled and prepared to undertake network changes as planned.
• Review vendor technical non-compliance, resolve with vendor, escalate repeated violations to Service Manager.
• Weekly, review bandwidth usage reports, run additional reports as needed, make recommendations for bandwidth upgrade/downgrade reviews.
• Review and validate network design during implementation and for the different phases of growth.
• Support in network cutover/upgrade activities after business hours and on weekends.
• Update network documentation and databases. Ensure same compliance from vendors.
• Establish and maintain regular communication with vendor incident service desk service request service desk managers, as well as vendor account managers responsible for supplying support services.
• Weekly review on status of outstanding incidents, service requests, and business requirements

Job requirements:

• University Degree or Diploma in Management Information System, Computer Science, Business Administration or related discipline.
• 5 - 8 years working including operations, consulting or projects. Experience in shared services / call centres / business process outsourcing industry preferable.
• Prior experience with network and telecommunication providers as well as experience in a regional or global program highly desirable
• Excellent Knowledge of network and telecommunication skills. WANs, LANs, WLANs and IPT (CUCM , UCCX) . Cisco Certified Network Associate and Professional (CCNA & CCNP) preferred. Cisco Certified Internetwork Expert (CCIE) certification highly desirable
• Must possess the ability to identify problems, implement corrective action efficiently and effectively, in coordination and cooperation with global IS
• Able to work independently, good interpersonal and communication skills; with good English skills to communicate verbally and in writing.
• Collaborate well with vendors and other service suppliers to ensure consistent and reliable service

Job Segment: Manager, Service Desk, Change Management, Management, Customer Service