Manager, Connectivity Service Delivery (Data Cantre)
Company Overview:
iAdvantage Limited (互聯優勢有限公司) (“iAdvantage”) is the wholly-owned subsidiary of SUNeVision Holdings Ltd (SEHK:1686).
SUNeVision, the technology arm of Sun Hung Kai Properties, stands as Hong Kong’s largest data centre provider. Established in 1999, SUNeVision has been at the forefront of delivering best-in-class, carrier and cloud-neutral data centre services. With over two decades of experience in data centre design, construction, and management, we empower our customers to leverage our expertise in identifying the most suitable solutions for their IT infrastructure requirements.
Responsibilities:
Manage daily delivery and operation of connectivity services across all data centre facilities.
Oversee provisioning of cross-connect, fibre optic, MMR, ODF, rack-to-rack, and carrier connectivity services.
Ensure customer service requests are delivered within committed service levels and operational standards.
Manage service activation, migration, suspension, and termination activities.
Act as the Tier-2 technical escalation point for connectivity service incidents, service degradation, customer complaints, and operational issues.
Lead incident investigation, service restoration, root cause analysis, and preventive improvement activities.
Monitor utilization of telecom infrastructure resources and develop expansion plans to support business growth and customer demand.
Manage and monitor ticket queues to ensure service requests, incidents, and work orders are handled in accordance with service level commitments.
Ensure connectivity services comply with company standards, customer requirements, and industry best practices.
Monitor service performance and prepare operational reports, service statistics, KPI reports, and management reports.
Coordinate with customers, carriers, vendors, contractors, and internal teams regarding service delivery and operational matters.
Support operational audits, compliance requirements, business continuity planning, and service quality assurance activities.
Manage vendor performance and support service-related procurement activities.
Drive continuous improvement initiatives to enhance service quality, operational efficiency, and customer satisfaction.
Requirements:
Bachelor's Degree or above in Telecommunications Engineering, Electronic Engineering, Computer Engineering, Information Technology, or related disciplines.
10-15 years' experience in data centre operations, telecommunications service delivery, connectivity services, network operations, or related industries.
Minimum 5 years' supervisory experience in service delivery, operations management, service desk management, or technical support management.
Familiar with data centre connectivity services, including cross-connect services, fibre optic services, carrier interconnection services, MMR operations, ODF systems, and structured cabling infrastructure.
Solid experience in incident management, problem management, service provisioning, SLA management, and operational governance.
Experience in managing customer escalations, service desk operations, ticketing systems, and operational support teams.
Experience in managing Data Centre Field Engineers, shift rosters, manpower planning, and 24x7 operational support environments.
Familiar with structured cabling standards and industry best practices, including ANSI/TIA-568, ANSI/TIA-942, ISO/IEC 11801, and BICSI standards.
Hands-on experience with fibre optic and copper cabling testing equipment, including OTDR, Optical Power Meter, Fluke DSX Cable Analyzer, and related certification tools.
Good understanding of Layer 1 connectivity infrastructure, telecommunications services, and data centre operations.
Experience in managing vendors, contractors, carriers, and service providers.
Strong leadership, communication, customer service, troubleshooting, incident management, and problem-solving skills.
Good command of both written and spoken English and Chinese.