Senior Manager, CLS Operations and Customer Management

The responsibility of this position is to closely manage and work with Keppel customers/partners and provide life cycle support of the submarine cable landing infrastructure and equipment which includes the following.  

• Operations and Maintenance of submarine cable infrastructure and equipment with the    remote support from the partners, NOC (Network Operations Center) and coordination with the suppliers and partners as needed. 

• Work closely with the customers, partners and suppliers on project implementation activities like participation in site survey, installation, testing and commissioning of submarine cable and terminal equipment and follow up regularly to get all activities completed on time.

• Ensure that the customers obtain their relevant statutory permits in their respective countries for initial installation with regular follow-up and providing necessary support to them as well as coordination with the supplier. 

• Ownership and management of the customer experience and relationship management; 

• Submarine cable fault repair activities in coordination with cable ship, NOC, customers and other cable landing stations.

• Understanding/Implementation of terrestrial fiber-optic network build and its connectivity for backhaul and local loops.

• This position serves as a subject matter expert and a point of contact for the customers regarding service delivery, service assurance and service management issues and for managing problems through to resolution.

• Conduct periodic review meetings with customers/stakeholders and various vendors/providers to discuss about performance, issues and related action items.

• Travel may be required within the region or other regions to assist at various sites.

Must have good communications skills.

• Project and Operations activities can often require after-hours coordinated activity and/or unplanned after-hours accessibility involving customer-specific.

• Ability to multi-task and work independently with minimal supervision in a non-structured environment. Superior interpersonal skills required to work with suppliers, partners, customers and internal departments for managing the life cycle activities of the submarine cable operation. 

Education and Experience

• Degree/Diploma in Engineering. (Electrical and Electronics)

• At least 7 to 10 years + relevant experience in submarine cable operations or submarine cable projects

Knowledge, Skills and Abilities

• Experience on working with submarine cable equipment like PFE, monitoring equipment, OADM, SLTE, etc.

• Knowledge of Fiber Cables handling and working experience on OTDR, COTDR, BER testers and fiber scope, etc.

• Experience in handling customer service delivery, assurance or partnership management.

• Well-developed analytical and problem-solving skills, with the ability to set priorities, recognize basic causes, and recommend problem solutions that meet the practical needs of the business

• Good communication skills (both written and verbal)

• Balanced interpersonal style; a team player able to work effectively with employees at all levels

• Self-starter, able to take initiative and work with minimum direction in a fast-paced environment

• Ability to work under severe time pressure