Network Task Management Specialist

This is Work From Home until notice (tagged in Shaw, Mandaluyong) and on a Mid to Night Shift/Shifting.
Business Context

• The Global Network Operations organization supports the design, planning, delivery, and lifecycle management of the client's interconnection products and services. This role contributes to operational readiness and service quality by supporting network engineers, IBX teams, customer operations, and cross-functional groups. By streamlining administrative and coordination workflows, the Network Task Management Specialist helps ensure scalability, efficiency, and timely execution of network lifecycle processes.

Job Summary

• The Network Task Management Specialist supports the Global Networks LifeCycle Management team by handling essential operational, administrative, and communication tasks that ensure the smooth delivery of network maintenance and migration activities. This role provides frontline support across email operations, customer notifications, OAR ticket creation, planning trackers, and cross-team coordination with CSMs, IBX, and internal engineering teams. By maintaining workflow accuracy, triaging requests, and ensuring task visibility, the Network Task Management Specialist enables Tier 2 and Tier 3 engineers to focus on planning and technical implementation while improving overall efficiency, communication, and service quality for both internal and external stakeholders.

Responsibilities
Email & Communication Management

• Manage the DS NEO NI Maintenance Support mailbox
• Sort, label, prioritize, and respond to customer queries where applicable
• Perform basic investigation using tools and trackers to answer routine questions
• Assign items requiring engineer action to "To Do" folders and notify responsible engineers
• Ensure all queries are acknowledged or routed for timely resolution

Customer & Internal Notifications

• Send maintenance notifications for BGP, VRRP, and special-case customers.
• Communicate with CSMs regarding cage access requests and customer-related inquiries.
• Collaborate with IBX Site Management teams to confirm awareness of upcoming activities.

OAR Ticket Management

• Create and manage OAR tickets related to the migration lifecycle, including:
• Physical audit requests
• Cable preparation
• Loopback testing
• Migration window scheduling & physical migration work
• Cable de-installation (old equipment removal)

Planning & Tracker Governance (Migration Planning File)

• Monitor and update the migration planning tracker to ensure color codes and statuses reflect accurate real-time progress
• Validate engineer updates and correct inconsistencies when needed
• Monitor comments and follow up to ensure timely corrections
• Identify blockers that may affect the 3-week advance plotting requirement for implementation schedules
• Notify team leaders of risks or blockers impacting delivery timelines
• Support triage activities across Tier 2, Tier 3, and Team Leaders for workflow clarity and visibility

Onboarding Support

• Monitor eService tickets and required access/tools for new joiners
• Follow up with IT and Helpdesk on pending tickets until completion
• Track onboarding courses and required completions

IT & Tool Availability Readiness

• Ensure engineers have required tools and applications after a system reset
• Monitor IT issues and coordinate onsite fix deployments as needed
• Track and follow up on outstanding technical issues affecting engineer productivity

Qualifications
Experience

• 1–2 years in operations support, administrative support, service desk, or coordination role
• Experience in telecom, network operations, or IT support is advantageous
• Familiarity with ticketing systems and technical workflows preferred

Skills & Competencies

• Strong organizational skills and attention to detail
• Excellent written and verbal communication
• Ability to triage and prioritize multiple tasks
• Comfortable working across multiple teams and time zones
• Basic understanding of networking concepts (preferred but not required)
• Proficiency with Excel/Sheets, trackers, and documentation tools
• Ability to follow process workflows with high accuracy